User Guide › Service Level Management › Exceptions › Add an Exception

Add an Exception

To define a period of downtime that does not count toward the calculation of service levels, create an exception

Follow these steps:

1. Open the Exceptions page, and click Add New.
2. Type the Name and the Description.
3. In Justification, type the reason for the exception.

   Note: The justification appears below the exception on the Exceptions page, in the exception history, and in all reports affected by the exception.

4. Select a timeslot type (weekly or yearly).
5. (Optional) Click Edit Timeslot to define the time period for the exception, and click to select the start date/time and the end date/time.
6. Select a time zone for the time of the exception.
7. In Contract Parties and/or Contracts:
   • Select the contract party(s) that the exception applies to from the Available Contract Parties list and click .

     The contract party moves to the Included Contract Parties list and the exception applies to all contracts for the contract party.

     Note: The selection of an individual contract does not affect the application of the exception to a selected contract party.

   • Select the contract(s) that the exception applies to from the Available contracts list and click .

     The contract moves to the Included contracts list and the exception applies to the contract.

8. Select the domain category that the exception applies to from the Available list, and click .

   The domain category moves to the Restrict to list and the exception applies to the domain.

9. Select the service that the exception applies to from the Available list, and click .

   The service moves to the Restrict to list and the exception applies to the service.

10. Click Save.

    CA Business Service Insight creates the exception.