Connect SLA to Service Organization

Explanation

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:

  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 Organization.