How to use CI schedule for SLA? How does it works?

[Mr_Vin]

I would like to define separate Incident SLA's for a specific team with out altering the default SLA's. I came to know that we could use CI specific schedule to achieve this. Could somebody help me here please?

Note: I am in Istanbul version.

[prashantnagaral · Accepted solution]

Hi Vinod,

You can follow the below steps to achieve you requirement. something like below

Schedule

Schedule Entry

Now the next step is to attach this schedule to the relevant Configuration Items / Business Services.

Open the configuration item definition. Configure the form layout to show the "Schedule" field. And populate the above defined schedule for the relevant configuration items / business services.

Now Open the SLA Definition, Ensure to select the "Schedule Source" as "Incident field" and in the "Schedule source field" select the field as "Configuration item schedule". You need to expand on the tree selector that displays the fields of the Incident table. Expand the "Configuration item" and select "Schedule" field under the "Configuration Item".

Save the SLA definition. When you create new incidents the match the SLA definitions, the Task SLA record will now derive the schedule form the corresponding Configuration Item that is specified on the Incident.

Hit like, Helpful or Correct depending on the impact of the response

Thanks

Prashant

[Mr_Vin]

Thanks Prashant, This fulfill my requirement.