• Article

How to View SLA Information in an Incident Form

 

Updated: May 13, 2016

Applies To: System Center 2012 SP1 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 - Service Manager

As you are working with incidents in System Center 2012 – Service Manager, it is easy to tell when an incident’s service level is about to or has been breached by viewing incidents in the Assigned To Me view and then looking for information in the Service Level Target column.

If you are already in an incident form and an incident is about to breach, a notification bar is displayed in the form while on the General tab stating that One or more Service Level Objectives are about to breach. You can view additional information about the service level status on the corresponding tab and see that the status shown is a warning.

When an incident has already been breached, no notification bar is displayed in the form while you are on the General tab. However, you will see breached status while you are on the Service Level tab if that incident’s service level objective has breached.

To view warning SLA information in an incident form

  1. In the Service Manager console, click Work Items.

  2. In the Work Items pane, expand Incident Management, and then click Incidents with Service Level Warning.

  3. In the Incidents with Service Level Warning list, select an incident, and then in the Tasks pane, under <IncidentID-IncidentName>, click Edit.

  4. In the <Incident IncidentID-IncidentName – Status> form, observe the One or more Service Level Objectives are about to breach warning.

  5. Click the Service Level tab, and observe the status of the incident as Warning. You can also see other information about the incident, most notably Time Before SLA Breached.

  6. Click OK to close the incident.

To view breached SLA information in an incident form

  1. In the Service Manager console, click Work Items.

  2. In the Work Items pane, expand Incident Management, and then click Incidents with Service Level Breached.

  3. In the Incidents with Service Level Breached list, select an incident, and then in the Tasks pane, under <IncidentID-IncidentName>, click Edit.

  4. Click the Service Level tab, and observe the status of the incident as Breached.

  5. Click OK to close the incident.