Use this activity to define an SLA Template for a Service Organization. In the SLA tab on the Service Organization, you can select an SLA Template, and all included Template Lines will be displayed below. When you create a Request or a Request Scope for the Service Organization, the Request, Request Scope and Work Tasks will get the SLA values from the Service Organization, if no other SLA Template with a higher priority exists.
The SLA templates are applied on Requests in the following
hierarchical order, where the lower value has the higher priority:
As a result of this activity, an SLA Template will be connected to the Service Organization.