Revoking SLA privileges for system role "SDSiteAdmin"
Dear Users,
As a next subsequent step to remove site dependency configurations in ServiceDesk Plus, SLA entity privileges will be revoked for SDSiteAdmin from upcoming build 14305. As per the current design, technician with SDSiteAdmin role can create, modify, delete Service Level Agreements configured for any of his associated sites that are referred to default settings or custom settings.
From build 14305, technicians with SDSiteAdmin role will no longer be able to access the SLA entity for incidents. Technicians with SDAdmin or Helpdeskconfig role will only have access to this entity.
Why the SLA privilege is revoked?
On analyzing insights and inputs from various industries, we found processes defined across an organization’s sites are the same but performed by different people. Hence, any slight deviation in the process can be handled by a common role and rules.
Also, the site dependency will be removed for Incident SLA's in the future, site specific role becomes void in creating or modifying SLA's by the Site Admin.
In one of our earlier builds, we removed the site dependency for the Business Rules. I.e. a Business Rule need not be confined to a specific site or a default site. Alternatively, we brought in a criteria for site in the Business Rule.
Similarly, for Service requests, we have the ability to apply the SLA via Business Rules. Currently, the SLA for Service Requests are not site specific. Likewise, we would remove the site dependency for Incident SLA's and will have the ability to associate Incident SLA to a Request via Business Rule in future.
As the build 14305 will be a major release, we highly recommend building test environment and monitoring the behavioral changes. Make the necessary changes to the test environment and ensure everything meets your workflow, you can then upgrade your production instance and implement those changes to it.
Refer to the following article for instructions to build a Test environment: