Service Desk Practitioners Forum
cancel

SLA BASED ON IMPACT.

Highlighted
Rounaq
Outstanding Contributor.

SLA BASED ON IMPACT.

Hi Guys,

I have a issue in SLM module. Kindly tell me how can i configure a sla based on impact. I mean if a incident raised by user and based on incident's impact a sla will attach.


Point will be given.

Please help its urgent.


Cheers,
Raunak
2 REPLIES
Rounaq
Outstanding Contributor.

Re: SLA BASED ON IMPACT.

Hi Guys,

I have done the following things please let me know i am doing right or wrong?

1. I created a Customer SLA
2. Add two SLOs with following details:
a. Name : test
b. condition: initial.impact in $L.file='1 - Enterprise'
c.service area: incidents
d. initial state: open
e.Final state : closed
f. Duration: interval



And in SLA Administrator> Configure Application

1. customer filed> Initial.impact

But if i opened a incident with impact"1-Enterprise". its not attaching any SLA.

Please help me.....



Ken Briscoe
Acclaimed Contributor.

Re: SLA BASED ON IMPACT.

I think you're in the wrong forum...this is the HP Service Desk Desk forum. You probably want the Service Centre/Service Manager forum.
My email is kenilian@bigpond.com.au