Create Request Scope SLA Orders

Explanation

When adding a new Request Scope to a Request connected with an SLA template, a new Request Scope SLA Order gets created automatically.

These SLA Orders will belong to the automatically created Request Service Level Agreement, which gets created upon the creation of the Request.

Using the connected SLA Template and its relevant Service Level Package, SLA Order Lines will be created in the Request Scope SLA Order. The Response Times and Resolution Times of the SLA Order Lines will be calculated based on the the Response Time, Resolution Time and Cut-off Time defined in the corresponding Service Level Line.

Prerequisites

Request Scope should get an Request SLA template with valid Service Level package.

System Effects

• Request SLA order is created for the Request Scope.
• SLA Order lines are created based on the Service Level Package lines.
• Work tasks are connected to SLA Order lines based on the work stage and get SLA Dates.