Why does new SLA not append to interaction created by order request?

  • Document ID:KM537371
  • Creation Date:23-Dec-2008
  • Modified Date:23-Dec-2008
    • Micro Focus Products:
      service manager

Summary

Why does new SLA not append to interaction created by order request?

Question

Why does new SLA not append to interaction created by order request?

1) Create a new SLA HP xxx (copied from HP Platinum)

2) Change the type from Customer to Service

3) Add the new SLA

4) Add the SLO(s) named "Bronze Urgency 1,2,3,4 - Expected Resolution" with Service Desk Interactions service area to SLA.

5) Save the SLA

6) Restart Service Manager

7) Search the catalog item "Public Distribution List"

8) Add SLA "HP xxx" to "Service SLA:"

9) Add Item

10) View Cart/Checkout

11) Submit

12) Interaction created, but SLA displayed in the interaction (SLA/Service Level Objectives tab) shows HP Platinum.

 

 

 

Answer

The SLA of the interaction defaults to the SLA assigned at the department level. 

Jennifer Falcon belongs to the Service Manager department (located under the business tab in her contact record) which has an SLA of HP Platinum.  

If there is no SLA assigned at the department level, it will look at the company level. If there is no SLA assigned in the company record it will look at the default SLA of the Service Level Agreements - Control Record.