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. Can only connect SLA Templates which have at least one Revision with a Valid From Date. 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.