Clarity Service Management

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Desinstall classic_sla_processing option

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  • 1.  Desinstall classic_sla_processing option

    Posted 02-23-2018 10:38 AM

    Hi team!

     

    I have one question about the classic_sla_processing option, customer's the production enviornment has installed the classic_sla_processing option and now they have several problem with the violation time on incident and request, I planed desinstall this option but I don't know whic can be the impact if i change this option.

    for example, one issue is that they change the category and they need that the SLA change; the SLA is assignee by category and in this momento with the option installed the SLA don't change to the new. I understand that if this option is installed, allow only one SLA on the ticket.

     

    some recommendation?

     

     

     

     

    thank you!



  • 2.  Re: Desinstall classic_sla_processing option
    Best Answer

    Posted 02-23-2018 03:30 PM

    Jorge, I copy the online description for this option here "

    Enables the "classic" model of service types and SLA's. This model uses the Rank value for Service Types to determine the correct Type for a ticket. Only one Service Type can be applied to a ticket.

    Note: The Chg SLA Option, CR SLA Option, and Iss SLA Option are available if the Classic SLA Processing Option is installed.

    "

    so you can see with this option installed, only one service type is allowed and it is determined by the rank(lower rank overwrites the higher rank)

    Thanks _Chi