Service Request Template - based SLA's seem to have disappeared recently.
We have a test instance of the software on an earlier release (this year though) that allows you to paint an SLA field onto a service request template and set a default sla. Our production site (patched more recently) does not have this ability, even though it still has the configuration interface for SLA's under the manage drop down on the Service Request admin page.
I've searched here and generally review service pack release notes, and I am not sure what happened to the ability to set SLA on service request templates? There is still management of SLA's under the manage menu, but I see no ability to apply these sla's anywhere to service request templates.
I somewhat understand this could be problematic as SLA is site dependant. Perhaps the SLA drop down contents could be blank unless the site is selected as well in the template. Of course this is further complicated by visibility settings, as you would need to restrict this template to a user group that was based on site to allow for it to work.
Now that I mention all that I understand why you removed it, but you should also remove the sla management interface in the service request area as well.
This of course leaves category as the only useful driver of sla's as it is not site dependant. This is somewhat constraining.
I've searched here and generally review service pack release notes, and I am not sure what happened to the ability to set SLA on service request templates? There is still management of SLA's under the manage menu, but I see no ability to apply these sla's anywhere to service request templates.
I somewhat understand this could be problematic as SLA is site dependant. Perhaps the SLA drop down contents could be blank unless the site is selected as well in the template. Of course this is further complicated by visibility settings, as you would need to restrict this template to a user group that was based on site to allow for it to work.
Now that I mention all that I understand why you removed it, but you should also remove the sla management interface in the service request area as well.
This of course leaves category as the only useful driver of sla's as it is not site dependant. This is somewhat constraining.