Service Level agreements for Requests

Paul Glenn
Tera Contributor

‎06-13-2022 07:14 AM

We are revisiting our SLAs.  Our incident SLAs are pretty set.  However, we're having an issue with compiling them for Requests.  I'm sure we'll need several (adding space to a disk is not the same as a new order set).  Do any of you have a list or matrix that you can share?  I would be grateful if you do!

Paul

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Scott Jordheim
Giga Guru

‎07-14-2022 02:12 PM

We ran into the same issue. What we did was: create acknowledgement SLAs similar to incident and created a resolution SLA based on a "standard" resolution timeframe of 3 business days. The SLAs are coded to use whatever value is in there for the duration, so it may get updated eventually as process owners give us better timeframes for their catalog items.

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