Ticket Service Parameter

The priority is assigned automatically to a Release based on the definition available in the Ticket Service Parameter catalog. The individual Ticket Service Parameters in the catalog are definition objects determining which priority and Ticket Service Parameter Type would be assigned to the Release by a specific condition.

The Edit View of the Ticket Service Parameter describes the connection to an individual Release and also the actual Level of Service.

The most important attributes listed are:

• Ticket Service Parameter

  The name of the Ticket Service Parameter.

• Level of Proceeding

  It may happen that you have got 2 (or more) SLAs which all meet a certain condition - which one to choose then? Now here an appropriate processing level can be set. The lower number, the higher SLA priority.

• Ticket SLA/OLA Type

  Shows the corresponding Ticket Service Parameters.

• Calendar

  This is a reference to the working hours calendar that is relevant for this Release. The working hours of the appropriate group will be taken into account when calculating response and finishing times.

• Condition Ticket Rule

  The rule enables you to match the corresponding Ticket Service Parameter with the Release. If the Release matches the condition, then this Service Parameter will be applied. Various Condition Release rules contain various definition sets which (based on Impact and Urgency combinations) assign a priority to the Incident, Response and Resolution time and the Ticket Service Parameter.

  When defining the condition, you can also use the 'count' and 'is empty' (count=0) function. For example, using these functions you can define changes in the Major Release priority depending on the number of its Subordinated Incidents etc.

• Shorttext

  A more detailed text.

• Default Response time

  The maximum amount of time that is allowed to elapse before a response is issued for this Release under the terms of the SLA.

• Default resolution time

  The maximum amount of time that is allowed to elapse before the Release is solved under the terms of the SLA.

• Impact

  Default impact for a Release that matches the rule.

• Priority

  Default priority for a Release that matches the rule.

For more details, please see also the 'Ticket Prioritization Guideline' topic.