Polar Help Desk Professional :: FAQ

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Service Level Management (SLM) FAQ

Since the version can do SLA's can we set the working day / working week so that elapsed times are reflected properly? Finally can you set the time taken to resolve a fault on the actual fault to look at the time support staff actual took to do work, rather than they opening and closing faults with no real indication of the work that was actually involved?

The time label is not showed on the incident (but you can see in the conversation history every step of the incidents life), however there are reports that are generated and will allow you the see the average time needed to complete the incident for example, among others.

What are Business Units?

Business Units are primarily used for Service Level Management. Based on a Business Unit, a Service Level can be determined for the incident. Also, by selecting View Incidents Associated with User Business Unit in the Roles part, you can allow users to see all incidents that are created by users who also belong to this Business Unit. Note that only users in Business Unit who have this role will be affected. This means that if a user A is not in group B, but is still in the same Business Unit as the user who created the incident, he will be able to see the incident. This way one can allow a customer who belongs to the same company to see all incidents opened for their company.

Could you provide more details on the escalation? In the Priority Escalation tab, one can find the option to set the SLA Time Limit. When does this time out happen? Is it like the incident remains with status "New" for so much amount of time then the escalation mail is triggered?

The priority escalation time is in form of hh:mm (for example, 0:3 is 3 minutes).

• If an incident stays in an open status (new or in progress) for that amount of time it escalates to a higher priority (if the incident had low priority it escalates to medium)
  
  
• If you wish to send notifications to service user and/or current Assignee and/or all group members to which the incident is assigned, you need to select that in the notify if SLA exceeded (you can use CTRL + left lick to select multiple options).
  
• Also, you have an option to notify, for example, only current assignee if SLA exceeded specified time for one priority and, for example, current assignee and/or service user for some other priority.
  

When I try to delete a service level the system just tells me I can't delete it? I have no use for Gold, Silver or Bronze, yet they cannot be removed?

Service Levels cannot be deleted. We are working to remove the delete buttons from toolbars of all the items that cannot be deleted.
You can rename and change the existing service levels to meet your needs. If you really need to delete these service levels, we can help you delete them from the database so in that case contact us.

How can a Service Level be deleted manually?

1. Here is what you need to do:
   Find the Default Service Level. On the service level form, the field Default Service Level is checked for only one service level while for others it is not.
   
   
2. Remember or write down the Default Service Level name. This is the one service level you will not delete. If you want some other service level to be the default and you want to delete the current default, change it now.
3. Delete all SLA-s that include the service level you are going to delete.
   
4. Open the Polar Help Desk database and find the table "ServiceLevels". Delete all the rows except the one with the "Service Level Name" which you wrote down.
   Please be sure to backup the database before doing this.