Overall Commitment on Requests

[michelle kirk]

Hi

In the request module -what is the OOB functionality for report on the following 

The total time a request has taken from when the time the REQ is Open to when it was Closed.  
The time the RITM was created and then went into a state of Open to Approval/Work in Progress 

We have SLA/OLA on the SCTASK so that bit is OK 

If the business wanted a commitment ie time taken to complete a new starter would be 7 working days, is the only way to do this by having Service Offerings built into the Request module and then build the commitment on the Offering ?

[Dr Atul G- LNG · Accepted solution]

Yes, OOTB commitments work only on Service Orders (SO). In this case, you need to create a Service Order and map it to the Order Guide to track the SLA.