Changes for page Service Level Agreement Management
Last modified by Pierre Dubois on 2011/04/06 22:14
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From version 8.3
edited by Pierre Dubois
on 2011/04/06 22:05
on 2011/04/06 22:05
To version 8.4
edited by Pierre Dubois
on 2011/04/06 22:08
on 2011/04/06 22:08
Change comment: There is no comment for this version
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... ... @@ -51,3 +51,11 @@ 51 51 \\So for example: 52 52 \\When a ticket is submitted, the "Submit" operation may lookup the appropriate SLAs definition based on priority and fill itilSLA1 for answer time, itilSLA2 for resolution time, etc... 53 53 \\Once the SLA definitions are set, the timers will be automatically created and managed. 54 + 55 +You may also manually (programmatically) manage the timer with the following operations (on itilSLATimer): 56 + 57 +* Start: fill the start time with the current date and the dead line 58 +* Stop: fill the end time with the current date and calculate the actual duration and possible breach time 59 +* Pause: void the deadline and add a pause 60 +* Continue: resume the timer and recalculate the deadline taking in account the pauses 61 +* Reset: void start, end time and deadline