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 in the Authoring tool to save your SCSM personalization in Chapter 2, Personalizing SCSM 2012 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 ...
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