Marcos.Junior Formation Lap

SLA By Group

Implemented
in ServiceDesk Plus  •  Feature Request  •  16 May, 08:49 AM
Hi everyone,

Can i create an SLA by group?
I have more than one group on the same Site, Application, SAP and Infrastructure and need SLA per group.
It's possible?
I just got SLA through SITE, but that does not solve my problem.
And creating rules is a big problem because we use the same category to work on the servers, applications work on the same server than as infrastructure and SAP.


anyone can help me?


Thanks alot!

Replies (9)

Vignesh R Product Specialist - SDP

Re: SLA By Group

21 May, 09:03 AM
Hi Marcos,

Good Day,

As of now we do not have an option to create SLA by group however kindly explain your requirement in detail so that we can check the ways of achieving that using the current features available on the application.
Marcos.Junior Formation Lap

Re:: SLA By Group

06 Jun, 04:26 AM
Hi Vignesh,

We have three group on same site, using different SLA.
But we use the same configuration item, to classificate the incidents.

Thanks for attetion.
Marcos
Vignesh R Product Specialist - SDP

Re: SLA By Group

07 Jun, 12:42 AM
Hi Marcos,

Good Day,

The SLA functionality in ServiceDesk Plus supports multiple criteria's hence you can create the SLA rules in such a way that group is also one of the criteria's along with the others.

For example SLA name is TEST

Criteria is as follows,

Group is X and
Category is hardware

then resolve it in 1 day


Similarly you can create another SLA called TEST1

Group is Y and
category is hardware

then resolve it in 2 days.


Marcos.Junior Formation Lap

Re:: SLA By Group

07 Jun, 08:57 AM
Vignesh,

Alright, this solve my problem.
But appear another one, we have a account with 10 sites. 
Have a way to create a criteria to all sites on this account or need go one by one creating 4 criterias, "Critical,High,Medium, Low" total 40 SLA to create by criteria, its to much time lost creating "criterias".
Please help me to solve this problem.


Thanks alot!


Vignesh R Product Specialist - SDP

Re: SLA By Group

08 Jun, 05:27 AM
Hi Marcos,

Our SLA is site based and your requirement should be achieved with our current design however I am not sure about the requirement of your criteria as you have mentioned you need to create 4 in order to define the SLA. If that is the case then we have to create an SLA with 4 criteria's however you can explain your condition to me in detail so that I can check the possibility of reducing the criteria.

Re: SLA By Group

08 Jun, 10:35 AM
I see value in this.  I have a group of people that will only get certain tickets from customers and the SLA requirements will be different for these particular issues that they will be working on.  This may increase as our company gets more involved in doing tickets from customers and different requirements start to become available.  

So as an example:
Group 1 will have SLA 1,2 and 3
Group 2 will have SLA 2, 3 and 4
Group 3 will have SLA 5,6 and 7
Marcos.Junior Formation Lap

Re:: SLA By Group

09 Jun, 03:15 AM
Vignesh,

We have 3 groups working on same account with 10 sites.
That 3 groups have SLA different, one is Application support, another Infrastructure support and Developers.
To criteria work form me i need create this SLA criterias.

On Site 1.

Group = Application
Priority = 1
SLA = X

Group = Infrastructure
Priority = 1
SLA = Y

Group = Developers
Priority = 1
SLA = Z

-------------------------------------------------

Group = Application
Priority = 2
SLA = X-2

Group = Infrastructure
Priority = 2
SLA = Y-2

Group = Developers
Priority = 2
SLA = Z-2

-----------------------------------------

Group = Application
Priority = 3
SLA = X-3

Group = Infrastructure
Priority = 3
SLA = Y-3

Group = Developers
Priority = 3
SLA = Z-3

-----------------------------------------

Group = Application
Priority = 4
SLA = X-4

Group = Infrastructure
Priority = 4
SLA = Y-4

Group = Developers
Priority = 4
SLA = Z-4

These SLA I need to create on EVERY site, I have 10 sites in a single account and a lot more accounts. My SLA by contract and group.
You understand the lost time to create all of these SLA criteria site-by-site.

Please help me to find a solution.
Vignesh R Product Specialist - SDP

Re: SLA By Group

11 Jun, 09:54 PM
Hi Marcos,

Good Day,

Your criteria's are unique and hence if you want to define a resolution time for these criteria's then the SLA's must be created accordingly. Unfortunately there are no other work arounds for this on the product.

Re: SLA By Group

12 Jun, 11:52 AM
the SLA's I referred to are groups of people not sites.  It may be possible to use the sites also in my solution but there is also a need for different SLA's for the same site different groups.