Implementing Policy › Service Level Agreements › How to Implement Service Types

How to Implement Service Types

Service types let you define actions based on user-definable conditions. Service types can be applied to tickets. For example, you can define a service type that specifies a resolution time for a particular ticket, and then associate a behavior that occurs automatically when the action occurs, such as notification of a support person of a pending violation. Because service types can be comprised of multiple events, and events can be comprised of multiple actions (on true and on false), you can define behavior that is more complex by adding multiple events to service types.

To implement service types, do the following:

1. Associate a service type with a respective attribute. Any number of service types can be defined and ranked in relationship with each other.
2. Assign the service types to CIs, contacts, organizations, issue categories, change categories, request areas, and priorities. Each record can be assigned to only one service type.
3. Define specific conditions that determine when a service level agreement is met or violated.
4. Identify actions that need to occur to assist the service desk in meeting its service level agreements.
5. Apply the correct actions to enforce the service level agreements automatically.

Example: Associate a Service Type with a Contact

In this example, you do the following steps to associate a service type with a contact:

1. Assign a service type on the Contact Detail page.

   When the contact is assigned to a ticket, the Service Type field is automatically populated with the service type assigned in the contact record.

2. Enter Alpha, Beta as the name in the Affected End User field on the Issue Detail page and save the issue.

   The Service Type field is populated automatically with the value defined in this contact record. You can override the default by selecting other service types.