Dynamically set SLA based on field values
Requirement:
SLA for service requests needs to be set depending on the category, subcategory and priority of the request.
Usecase:
The possibility to modify/set SLA depending on a request Field is not available in Service Request.
Also, since SLA is an editable field, requesters can change it to their convenience. As a result, in an organisation, automatically setting the SLA based on request fields becomes more important.
Note: Category, Subcategory and Priority need to be populated in the request for the script to work.
Steps to configure:
1. Download the attached scripts. Copy the contents into Request custom functions.
2. Goto Admin > Request Custom Function > Global Function > New > Paste the global function contents and save it with a name.
Update the URL and integration/technician key in the script.
- For builds over 11300, you can get the integration key under Admin > Integrations > Integration Key > New
- Please use an integration key with admin privilege, as there wont be any role related permission issues.
- For builds prior to 11300, refer https://help.servicedeskplus.com/api/rest-api.html$key and update the technician key.
3. Goto Admin > Request Custom Function > Custom Function > New > Paste the Set_SLA.txt content and save it with a name
Update the global function count according to your instance
4. Update the SLA Matrix as per your choice. Please follow the below format.
- {
- <Category_name> : {
- <Subcategory_name> : {
- <priority_name> : <SLA_name>
- }
- }
Sample is included in the script itself. Please follow the comments to edit the Matrix with in the script.
5. Configure this in a custom trigger to get invoked every time a request is created. (Invoking Condition can be modified as per your requirement.)