SLA for the Problem task table

Kevin Paul
Mega Guru

‎07-20-2020 10:27 AM

What is the difference between creating sla for "problem" table and creating sla for "problem_task" table? Which sla really shows in the problem "related list"? and why?

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Sudhanshu Talw1
Tera Guru

‎07-20-2020 11:06 AM

A problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again.

SLA for problem table applies [problem] to the problem means the whole problem should be resolved without breaching the SLA

 

A problem task is the smallest unit of work that you should perform to complete a problem. Divide your problem into multiple problem tasks which you can easily assign to different assignment groups or users.

On the other hand, SLA for problem task table applies to [problem_task] table where we define that the problem task should be resolved without breaching the problem task SLA.

When you open a problem, you can choose a Customer SLA for the contact, a Customer SLA for the contact and one or more applicable Service SLAs for the contact's subscriptions to a service, or no SLAs at all. Service SLAs only apply if the problem references a Business Service, the contact has a subscription to the service, and the subscription references an SLA. The following describes the system's process for adding SLAs to a problem record.

  • If one SLA is associated with the problem based on the contact, the Customer SLA is added to the problem.
  • If the contact has an Individual Subscription for the CI, the Service SLA from that subscription is added to the problem.
  • If the contact has a Department Subscription for the CI, the Service SLA from that subscription is added to the problem.
  • If the contact has neither, then no Service SLA is added to the problem.

 

 

Hope it helps

 

Sudhanshu

 

 

 

 

Kevin Paul
Mega Guru
In response to Sudhanshu Talw1

‎07-20-2020 10:22 PM

What is RCA SLA? Can you tell me the relationship between RCA and SLA and how to create SLA for RCA identification or submission.

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