Connect SLA to Service

Explanation

Use this activity to enter an SLA Template for the Service item. In the SLA tab on the Service, you can select a suitable SLA Template, and all included Template Lines will be displayed below. When a Request or a Request Scope is created, using the service, the Request, Request Scope and the Work Tasks created from the Standard Task, will get their SLA details from the SLA Template associated with the Service. The SLA Details are applied according to the following hierarchical priority order, where the lower value has the higher priority.

  1. SLA Template defined on a Customer Warranty Template
  2. SLA Template defined on a Request Contract Line Urgency record.
  3. SLA Template defined on a Request Contract Line
  4. SLA Template defined on an Urgency record on a Service in the Service Catalog.
  5. SLA Template defined on a Service in the Service Catalog.
  6. SLA Template connected to a Service Organization.

Prerequisites

System Effects

As a result of this activity, an SLA Template will be connected to the Service.