Service Level Agreement (SLA) Best Practices for ServiceDesk 7.0 MR2

Article:HOWTO30273  |  Created: 2010-06-11  |  Updated: 2012-06-20  |  Article URL
Article Type
How To



How is Service Level Agreement managed in Servicedesk?  What is the default process and where can we go to make changes?

The SLA (Service Level Agreement) process is a highly customizable process. The current process is built to set the SLA levels according to the Priority of the Ticket. With minor changes in the SLA model, other criteria could be set such as:

  • If the Affected User is a VIP a different range of SLA could be set.
  • Another Example, SLA could be changed to evaluate the person or group assigned to the case and set a different SLA requirement.

This document can be used to get familiar with the process and logic used , then make the needed changes to match whatever levels are necessary.


With the release of Servicedesk MR2 a lot of work has been done to the SLA process.  The guide "Service Level Agreement Best Practices for MR2" can help give a better understanding of where and how SLA is managed during Incident Management Processes.

Prerequesits are:

1. This zip file contains a Logicbase.core.dll file which needs to be replaced. To replace the file:
a.       Extract the  Logicbase.core.dll to a temporary location.
b.      Stop the "LogicBase 2006 Server Extensions" service.
c.       Stop IIS by running the command “IISReset /stop”.
d.     If Workflow Designer is running, close it.
e.     If the Task Try Tool is running, close it.
f.      Copy the Temporary Logicbase.core.dll over the following locations:
              i.      ..\Workflow Designer\Shared\logicbaselib
             ii.      ..\Workflow Designer\Ensemble\bin
         iii.      ..\Workflow Designer\Ensemble
g.       Start the "LogicBase 2006 Server Extensions" service.
h.       Start IIS by running the command "IISReset /start".

2.      SD.DataServices.package. Open up the SD.DataServices.package in Workflow Designer and publish* to the Servicedesk Server.

Note: This file may download as a .zip file. If so, rename the extension to .package.

a.       In Workflow Designer, go to the File menu > Open Project.
b.       Browse to the location that the SD.DataServices.package file was saved to, select it, then click on the Open button. Note: The file name may appear as
          "SD.DataServices" instead of "SD.DataServices.package", depending on if the operating system is displaying file extensions or not. This is the same file.
c.       On the Unpackage Project window, if the project was previously opened, the Name will appear as "SD.DataServices0", or with another number. The original version of
          the project should be overwritten. If the name appears similar to this, first rename the original project folder at <ServiceDesk_installation_drive>:\Program Files (x86)
          \Altiris\Workflow Designer\WorkflowProjects\SD.DataServices, then re-open the project file. The  name should now just be "SD.DataServices".
d.       Click on the OK button on the Unpackage Project window.
e.       If the Custom Library Conflicts window appears, uncheck any files, then click on the OK button.
f.        The project should now open in Workflow Designer.
g.       Once the project is opened, go to the File menu > Publish Project > Publish Application to Server.
h.       Click to select the server, then click on the OK button.
i.        Click on the No button for the next two windows.
j.        Restart IIS and server extensions for the change to take effect. (This step can be skipped until SD.IncidentManagement, Step 3, is published.)

3.      SD.IncidentManagement.package. Open up the SD.IncidentManagement.package in Workflow Designer and publish to the Servicedesk Server. Repeat Step 2's substeps, but substitute the SD.IncidentManagement project in place of the SD.DataServices project.

Note: This file may download as a .zip file. If so, rename the extension to .package.

4.      Service Level Agreement Best Practices for MR2.pdf. Service Level Agreement Best Practices for MR2.pdf contains detailed information on the Servicedesk SLA process.  Please read to understand where and how to configure the SLA process. 

* For additional information on how to publish projects, please refer to the ServiceDesk user guides.

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