Creating Service Request SLAs
Service Manager has different classes of work items for which SLAs can be configured. This recipe will show how to set up SLA management for the Service Request class scoped to Implementation Time.
Getting ready
Be familiar with the following recipes:
Creating SLA metrics
Creating priority queues
Configuring business hours and non-working days
Creating Service Level Objectives
Creating management Packs to save your SCSM personalization in Chapter 2, Personalizing SCSM 2016 Administration
How to do it...
We will refer to the previous recipes. The main change is to ensure the work item class, where referenced, is changed to target the Service Request class, as shown in the following screenshot:
Implementation Time SLA
Perform the following recipes in this order:
Creating Priority Queues: Follow the Creating Priority Queues recipe, but each time you create a new queue, ensure that the name and description are changed to reflect the priority and that they are for...
