Update SLA automatically based on Affected CI

[Madhu5]

I have come accross an interview question.Please help me answer this

Based on the affected CI selected on the Incident form,the SLA duration should be calculated automatically.How to achieve this.

[Allen Andreas]

Hello,

Please give more information and also how you are thinking you'd approach this.

All we have is a supposed interview question, but nothing from you.

Where have you looked for this information?

What do you think you'd do? and why?

Have you looked up SLA duration calculations already?

The goal is to help you learn.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Dhananjay Kulk1 · Accepted solution]

Dear Madhu,

We had done this. 

For answering in an Interview, I would say that we would map every configuration item with particular priority and then use SLA based on priority per CI.

So even if there are millions of Configuration items, there are only 4 or 5 priorities. SLA would be dependent on Priority.

This is the recommended approach.

Both the fields are out of the box. If you start mapping CI's with SLA, it would increase the customization level.

Thanks

Dhananjay

[Madhu5]

Thanks Dhananjay for the reply.Mapping the CI with Priority...Is it availabel OOB or some customization to achieve this.

[Murthy JN1]

Madhu,

    It seems mapping CI means you need to add CI name in the start condition of the SLA. Can you please confirm Dhananjay Kulkarni?

Regards,

Murthy