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Change Default Service Level on a Service Call

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kcarson
Respected Contributor.

Change Default Service Level on a Service Call

SD 4.5 SP 20
When creating a Service Call, Service Level defaults to Bronze and can not be changed.
Service Level for servicecalls and Incidents, Otherwise 24x7 is selected under General Settings Application.
I am confused as to how to set the Service Level on the Service call to use the the Configuration Item's service level?
Can somreone clear up how this field is used on Service calls for me?
What is your process?
3 REPLIES
George M. Meneg
Acclaimed Contributor.

Re: Change Default Service Level on a Service Call

Hello,

Service calls are different from incidents.
On incidents the service level that gets selected is the most strict between CI service level and Service SLA.

However on Service Calls the service level is taken from the service. In order for a different service level than the default to be inserted, a service with sla and a caller that is receiver of this sla must be selected.

You can't insert manually or by a db/ui rule a service level, it is automatically inserted if the conditions are met.
menes fhtagn
kcarson
Respected Contributor.

Re: Change Default Service Level on a Service Call

Thank you George!
Since we do not have Services or SLA's in place, the inner workings are unable to function then.
Kind of figured that was the case, but wanted to clarify.
Back to Management to define services and service levels...
Do you ever do any consulting work? :-)
I sure appreciate ALL the knowledge you offer on this Forum
What is your process?
MHK
Outstanding Contributor.

Re: Change Default Service Level on a Service Call

Hi Kcarson ,
Just for your information refer online help in SD 4.5 for SLA configuration

For service relation just put these keywords

"About service structures"

So that it woud be easy for you to discuss with management.

Regards
Mahesh