Event Activity Types

There are a number of SLM events that can occur in vFire Core involving escalations and breaches. When an event occurs, it is written into a database table. This can be useful for reporting purposes. For example, you can run reports on all agreements in which Analysts were involved with escalations or agreement breaches.

The following SLM event types are recorded in vFire Core:

  • Resolve Breach
  • First Call Breach
  • Response Breach
  • First Call Escalation
  • Response Escalation
  • SLA Clock stopped
  • OLA Clock stopped
  • UC Clock stopped
  • Reminder
  • Resolve Escalation  Level 1
  • Resolve Escalation  Level 2
  • Resolve Escalation  Level 2

You can rename these event types, if required. However, you cannot delete them, or create additional event types.

Renaming an Event Type

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.

Because each event is assigned a number by vFire Core internally and triggers notifications, you should ensure that the name you specify accurately represents the actual event.

  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, locate the Service Level Management group , scrolling up or down if necessary. You may need to expand it to see all of the options.

  2. Select Event Activity Type to open the window.
  3. Select the required Event Type by clicking on the Name field.
  4. Type over the name with the new name.
  5. Select to save the changes. Provide the Change Reasons if prompted to do so.