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SD5 : how to relate a gold SL to a CI ?

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SD_3
Super Contributor.

SD5 : how to relate a gold SL to a CI ?

Hi all,

Within a service call, with default service/SLA/SL related to the caller's organization, I'd like to set another service level when the CI is filled on. This SL would be associated to the CI itself. Anybody ever done that with SD5 ?

Thanks.

SD
5 REPLIES
jconsola20
Outstanding Contributor.

Re: SD5 : how to relate a gold SL to a CI ?

So, you want the Service Call to have 2 Service Level's associated with the same ticket?
If that is the case, I would imagine that you have to create a custom field and then a rule to populate that field with the Service Level of the CI. I have not done it before with SD5.
SD_3
Super Contributor.

Re: SD5 : how to relate a gold SL to a CI ?

Not at all !

I'd like to set another SL but REPLACING the 1st one !

thanks

SD
jconsola20
Outstanding Contributor.

Re: SD5 : how to relate a gold SL to a CI ?

I have SD4.5 sp18. I have a ui rule that is set up like this:

hen a value has changed
where Configuration Item (*) is empty
test (Update Data) Service set to [Configuration Item Managed by service]

It is for Incidents and it populates the service field of the Incident with the Service associated with the CI. You should be able to do the same thing with a Service Call ui rule.
jconsola20
Outstanding Contributor.

Re: SD5 : how to relate a gold SL to a CI ?

Sorry. Copied the wrong rule. Here is the syntax:

When a value has changed
where Configuration Item (*) is anything
Set Service (Update Data) Service set to [Configuration Item Managed by service]
SD_3
Super Contributor.

Re: SD5 : how to relate a gold SL to a CI ?

Thanks.

This is a good beginning, even though I was pretty expecting some native SD5 thing. It seems that SLM module has been modified a lot on this version and my question seems to me very .. basic and standard.