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To set up a relationship between an IT Service and an SLA, navigate to Service Portfolio → Service Catalogue if your IT Service is active or to the Service Portfolio → Service Pipeline if your IT Service is new or inactive. Open a desired IT Service record and fill in the fields below:
| Field | Mandatory | Description |
|---|---|---|
| Service type | Y | Allows choosing one of the possible values according to the agreement type between service the supplier and customer. Available options:
|
| Service Specification | Y | Specify the article from the Knowledge Base, for example, SLA record, Service Description, or another on described in Service Specifications. |
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Navigate to Contracts → Contract and click New to create a new Contract record and bind it to particular articles and categories through the following fields:
| Field | Mandatory | Description | |
|---|---|---|---|
| Number | Y | A record number in the Contracts dictionary. This field is populated automatically. | |
| Contract No | N | A contract number. | |
| Type | N | A type of signed agreement defined by one of the available values according to a concluded agreement between the parties. This field is not mandatory.
| |
| Contract Status | N | Contract current status. Available options:
| |
| Contract Category | Y | A category your contract relates to (navigate to Contracts → Contract Category and click New to create one). | |
| Subject | Y | A contract subject. | |
| Responsible | Y | Specify an employee responsible for the contractor support from the Employee list. | |
| Provider | Y | Specify a company from the Companies list. | |
| Supplier | N | Specify a company from the Companies list | |
| Customer | Y | Specify a customer from the Contact list (go to Contracts → Contact and click New to create one). Any of the following types can be chosen: a company, a branch, a section, a department, a unit, a group, an employee. | |
| Consumer | N | Specify the end-users from the Contact list (go to Contracts → Contact and click New to create an end-user). Service owner | Specify a service owner from the Users list. |
| Start date | N | Specify the contract start date. | |
| End date | N | Specify the contract expiry date. | |
| Knowledge Base Article | N | Reference to a particular article from the Knowledge Base with SLA, OLA, or UC Content Item Class value. | |
| Total cost | N | Specify the contract total cost. | |
| Description | N | Specify contract brief description. |
SLA
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Role required: service_catalogue_manager or service_owner |
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To add such an article to your SimpleOne solution, navigate to Knowledge Base → All Articles, push the New button, and fill in the form. The fields below determine a particular SLA article regarding an IT Service:
| Field | Mandatory | Description |
|---|---|---|
| Name | Y | A name of the Service Level Agreement |
| Content Item Class | Y | Describes SLA appointment, the following possible values apply to SLAs:
|
| Body | Y | Submitted SLA content |
| Service | N | One chosen record from the Services, the field Owned by is automatically filled with the owner name from the selected service record |
| State | Y | One of the possible values:
|
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