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Altiris Helpdesk SLA Integration Software Many customers of Altiris Helpdesk have expressed a requirement for advanced SLA management - whereby calls can be booked against an SLA and the response and fix times monitored using true business hours. These downloads provide this and the following gives some notes regarding what is here Monitoring calls against SLA's is not very easy as .... 1) you need to have some form of method of inputting the working hours and holiday hours that apply to calls/organisations etc. 2) You need to be able to associate these working periods with a call so that you know what holiday/working periods apply to what 3) You need special functions in SQL that use all this data to calculate the times between two actions in true business hours... 4) These can then be used to generate report, notification policies etc. that tie Calls and SLA response together All that is within this customisation code is the proper integration of the SLA's in in asset/contract management with Helpdesk with a few additional bits and pieces, to give what most people pretty much want and need... If you only have a small implementation you will probably only need to use the Default SLA that is generated, and modify the working hours, holiday periods and SLA response rates. Note this is all in English, and English format and you may need to translate accordingly... There's quite a bit here - and it may look quite complicated, but it does the job. One thing you will need to do is install asset management level 2 into the NS (if you haven't got it already) as all the SLA's, working weeks, holidays etc, are all defined in this. An 30 day eval license is all that is required so you can set these up as necessary. Oh and you'll need to be on the latest version of Helpdesk, as the incident rules use the time part in the start and due date fields . If you are using MSDE then you'll need to run the OSQL command to install the SQL stuff, or use WinSQL which is a free download from the Web. Also note that the SQL install scripts are for the default altiris database names - if you have used different database names you'll have to modify the SQL accordingly. If you have any errors during install relating to collation please do come back to Incit Technology as these are not difficult to resolve. Hopefully the incident rules, reports, Notification policies etc, are all self explanatory, and while they give a standard set of functionality are intended to also act as templates. Incidentally there are two notification policies for monitoring past SLA time period - one uses the fixed X hours after call logging - the other uses a time counter approach i.e. counts the time taking out hold periods. If the latter is used the hold period status will probably need modifying in the queries for both policy and report to include the specific hold status being used in the calc_total_time_open functions lines. If there any queries please don't hesitate to contact Incit Technology.
For further information contact Incit Technology Ltd John Eccles House Oxford Science Park Oxford Oxon OX4 4GP
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