Once all configurations have been applied and saved it will be possible to view a generated diagrammatic representation of the workflow involving SLA events.
Using the diagram it is possible to identify which events have been included and understand the order and any dependencies controlling when an event can and will start, pause, stop, restart, pass or violate the SLA.
This will help communication with the customer to explain how their SLA Management solution will work and confirm that the setup has been configured in accordance with requirements.
The following can be interpreted from the diagram:
- The template Model in use for the setup and configuration
- Which events have been selected for use from the chosen model
- The timer for an event will be started automatically when the ticket is created by the presence of an Auto Start on the first dependency line
- There is s dependency on the passing or violation of another event before the timer is started by the presence of a Pass or Violation in combination with an Auto Start on a dependency line
- The calculation of the due date/time for event completion is based on the time of ticket creation (Start Event from Creation)
- The calculation of the due date/time for event completion is based on the time of the request to start the timer (Start Event from Now)
- If the event timer will be paused on Pending, Paused On-Hold and/or Stopped when the ticket is Solved or SLA is passed
- If it is necessary and/or possible to manually stop a timer to pass the SLA (e.g. Initial Response by Phone Call, Update by Phone Call, Workaround Implemented,...)
- If an event timer is continuously reused and restarted until the ticket is solved (e.g. regular updates)