Summary
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
4) Add the SLO(s) named "Bronze Urgency 1,2,3,4 - Expected Resolution" with Service Desk Interactions service area to
5) Save the
6) Restart Service Manager
7) Search the catalog item "Public Distribution List"
8) Add
9) Add Item
10) View Cart/Checkout
11) Submit
12) Interaction created, but
Answer
The SLA of the interaction defaults to the
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