Hello.
I'm trying to implement Service Catalog now. Need some assistance with SLA.
When I used old requests with site-based SLAs, I could manage to inform our technicians about requests going to overdue with SLA escalation.
In Service Catalog SLAs, unfortunately I cannot create site-based SLAs. And I have two options to inform technicians about requests going to overdue:
-
Create ~500 request templates in Service Catalog, and on each template set up SLA corresponding to site.
-
[my feature request] When I select a person to escalate in Service Catalog SLA, I can select value "$ticketowner". If there where possibility to select "$technician", my problem will be magically solved.
Please, tell me, its possible to use such variable in SLAs now? If not - please, include it in features list upcoming in next hotfix.
Thanks in advance