Product Update

Affected SLAs No Longer Affected

Carlyn Manly
2020-09-26
1 Min Read

When a request is initially linked to a service instance, but is later linked to another service instance that is not hierarchically below the previous one, the affected SLA for the first service instance is no longer considered β€˜affected’.Β  This is not uncommon.Β  For example, when someone is no longer able to access the SAP production environment, a request may be registered that is linked to this service instance.Β  A specialist may later determine, however, that the issue is caused by a Wi-Fi outage in one of the office buildings.Β  At this point, the specialist will update the service instance of the request to the building’s Wi-Fi network.Β  This causes the affected SLA that is linked to the request for the SAP production environment to be marked as β€˜SLA Not Affected’.

A support organization may want to see if it might be able to improve the initial service instance selection for its requests.Β  To facilitate this, it would be helpful to have a report that includes all affected SLAs that were later found to be unrelated to the request.Β  This report is now available in the β€˜Reports’ section of the Analytics console.Β  It is called β€˜Affected SLAs No Longer Affected’.

Affected SLAs No Longer Affected report