How to create a SLA Commitment on Requests

[michelle kirk]

Hi

We have SLA built into our platform, although they need tidying up

Question I have been asked is how do we put an overall SLA on a Order Guide or an Item

We have SLA on SCTASKs, but its understanding how we can then report on the commitment time we have given the business that say a New Starter would take to setup.  From the start of the request being raised until its fully complete. 

I know how to do this in Incident as it can be linked to the service offering as a commitment, but wondering how you do this in Requests  ?

[Dr Atul G- LNG · Accepted solution]

Hi @michelle kirk 

Question I have been asked is how do we put an overall SLA on a Order Guide or an Item

Atul: I don't think it's a good approach, as the order guide depends on individual Req/RITM. Also, we can't build components on the request unless we try to bind the request with the offering and then customize it.

[Dr Atul G- LNG · Accepted solution]

I think no, but you can try using the functional field on the report. If that doesn't work, PA (Performance Analytics) is the way to go. Just make sure that when you run the report, it only shows the REQs logged via the Order Guide.