Agreement Selection Priority

The Agreement Selection Priority determines how SLM works on your system. You can determine which SLA agreement should be applied to calls and requests.

The Agreement Selection Priority only applies to SLA agreements. You can determine which SLA agreement should be applied to calls and requests, and specify selection priority for calls and requests.

How ASM Core uses the Selection Priority

As soon as a call or request is saved (such as when it is forwarded or deleted), ASM Core goes through the Agreement Selection Criteria list associated with every agreement in the order you have configured, looking for entity values that match the ones specified in that call or request. If it finds a match, it applies that agreement. If it does not find a match, it applies the default agreement for your system, if there is one. If there is no default agreement, an agreement is not applied.

You create Agreement A that is linked to the User John Smith, and Agreement B that is linked to the config item Printer. A call is logged that has John Smith and the Printer. If you set up Agreement Selection Priority with User as a higher priority than Config Item, then ASM Core will apply Agreement A. If Config Item has a higher priority than User, Agreement B will be applied to the call.

It is possible to remove entity types from the selection priority altogether. If you set a selection priority with neither config item nor User, in the above example, ASM Core would search across any other fields you had in your priority, and then apply the appropriate agreement or the default agreement if one was specified (even though there are agreements in your system linked to John Smith and printers).

Setting up Agreement Selection Priority

Before you start

You must have SLM Setup enabled within your General Access Security Role in order to configure any SLM administration settings.

Verify that you have already defined options for Workflow Management and the CMDB, especially priorities, types, service levels, service types and CMDB item types.

1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available. In the Explorer pane, select Service Level Management.

2. Select Agreement Selection Priority to open the window.

3. To set up the agreement selection priority for calls, select the Calls option. (This is selected by default.)

   • To set up the agreement selection priority for requests, select the Workflow option.

4. In the left-hand browse table, choose the selection priority you wish to make available as agreement selection criteria. The following priorities are available:

5. Select the Action icon or double-click the priority.

6. You do not have to include all of these options in your priority list.

7. To remove an added selection priority, select it in the right-hand browse table. Select or double-click.

You should only remove a field from the list if you are sure you do not want ASM Core to search against that field when looking for an agreement.

8. Use the reorder icons to specify the order in which you want the criteria to be evaluated when ASM Core searches for a matching agreement to apply.

9. Select to save the changes. Provide the Change Reasons if prompted to do so.