[ForYourInformation -27] Multi SLA feature for Service Templates
We have enhanced the SLA feature with "Associate or Add SLAs" for Service templates, the new feature allows us to add more SLAs to Service templates. The requester will be allowed to choose the SLA on Service ticket submission. This feature will play a significant role in the organizations, where Service Catalog is exposed to only internal users.
The SLA added in the Service template, can be associated with "User Group". When a member of the user group submits an SR, on form submission only SLAs associated with his user group will be visible other SLAs associated with the template will be hidden.
Scenario:
The requirement for a Service template to have different SLAs for different user groups. Let's imagine we have two groups, "Sales Executives" and "Managers". Add required SLAs at [Admin tab -> Service Catalog -> Service Level Agreements] or You can add SLAs at the workflow of the particular Service template. Once the SLAs are created, you can add and associate them to a specific user group.
Let assume a user from the Sales team submits the SR, he will be listed with only SLAs associated with his user group, based on his need he can either select "urgent" or "can wait" SLA.
Allowing users to select their SLAs sets an assurance that particular Service will be delivered within the given time limit.
Note:
The Service request (Service Catalog ) is one of the default features in the "Enterprise edition" of Service Desk. However, this feature can be availed as "Add-on" on Professional and Standard editions.