CA Service Management

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  • 1.  CA Service Desk SLA

    Posted Jun 14, 2017 01:10 AM

    Hello All,

     

    We are using the CA SDM 14.1 SP3.

    We have already configure priority based SLA in our Service Desk. Now for vendor there is no priority base SLA and we have to configure it CA SDM. We have multiple different vendor.

    Can you please tell me is it feasible or not ? 

     

    Configured SLA 

     

    Ex    Incident  P1  2 Hr

             Incident  P2  4 Hr

             Incident  P3  8 Hr

     

             Request   P1  4 Hr

             Request   P2  8 Hr

             Request   P3  12 Hr

     

    Vendor SLA

     

    Vendor   ABC    24 Hr

    Vendor   XYZ     Respnse SLA  2 Hr     Resolution SLA 6 Hr ...

     

    Kindly suggest.

     

    Regards,

    Piyush Mer

     

     

               



  • 2.  Re: CA Service Desk SLA

    Posted Jun 14, 2017 02:27 AM

    Hello Piyush,

     

    You should start your design journey here:  How do Configure SLAs

     

    You should be able to do what you want. It partly depends on how you are using the term "Vendor" here. If they are a Contact or an Organisation, then you can put a Service Type straight against them.

     

    Incidents and Requests can have multiple Service Types attached to them, so it is no problem to have one Service Type executing against the Contact and another executing against the Category, for example.

     

    Thanks, Kyle_R.



  • 3.  Re: CA Service Desk SLA

    Posted Jun 21, 2017 05:05 AM

    Hi,

     

    In our scenario already priority based SLA is configured for Our Organization.

     

    Now we have to configure other organization sla without prioriy.

     

    Can you please explain with example.

     

     

     

    Regards,

    Piyush Mer 



  • 4.  Re: CA Service Desk SLA

    Posted Jun 21, 2017 09:03 PM

    Hello Piyush,

     

     

    More detail needed about your scenario. 

     

    If you do not wish the SLA to be against Priority, then which of the available fields do you wish to put it against?

     

    Thanks, Kyle_R.