Service Level Agreements Import

Service Level Agreements can be imported into ITRP using UTF-8 or UTF-16LE encoded comma-separated values (CSV) or tab-separated values (TSV) files.

Detailed information about the data that can be specified in the columns of a Service Level Agreements import file can be found in Service Level Agreements API - Fields.

CSV example

ITRP ID,Source,Source ID,Status,Name,Service Offering,Service Instance,Service Level Manager,Customer,Customer Representative,Start Date,Notice Date,Expiry Date,Remarks,Coverage,Organizations,Sites,People,Service Instances
,,,active,"Silver Personal Computing for Widget North America, Information Technology",Silver (Chicago only) Personal Computing,Personal Computing for IT Chicago,chess.cole@widget.com,"Widget North America, Information Technology",ed.turner@widget.com,2012-10-20,,,,cis_of_service_instance,,,,
,,,active,"Standard Finance for Widget North America",Standard Finance (SAP),Finance (SAP) Production,chess.cole@widget.com,"Widget North America, Information Technology",ed.turner@widget.com,2012-10-20,,,,organizations,"Widget North America, Inc.",,,
,,,active,Premium Oracle Database for the SAP P47,Premium Oracle Database,Database for SAP (P47),chess.cole@widget.com,"Widget North America, Information Technology",ed.turner@widget.com,2012-10-20,,,,service_instances,,,,Finance (SAP) Production / down

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Updating existing SLAs

When identifying an existing SLA for an update using the Source and SourceID columns as described in the Create or update? section, the SLA will be searched for in the account of the API user.

Relating multiple Service Instances

For each service instance that is specified in the Service Instances column, ITRP needs to know whether the service instance will either be ‘down’ or only ‘degraded’ when the service instance that is specified in the Service Instance column is down.

Therefore an extension is used to the standard way of relating to multiple other records:

"Expense Reporting Production / down
SAP Production / degraded"