SLA attribute on forms

I have been working with SLAs a bunch recently and love their versatility, but there are two things I'd like to ask about: 1) Is there a way to set an SLA to change when you change an existing ticket's type to the SLA assigned to that type? 2) Is there a way to set an SLA to a workflow or service?

Tags itsm sla service-level-agreement
Asked by Robbie Talbot on Tue 9/9/14 5:16 PM
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Answer (1)

Matt Sayers Tue 9/9/14 5:16 PM

Unfortunately there isn't a way to change the SLA with the type. This is because the ability to change the SLA is a higher permission tier than changing the type (type can change with a simple ticket edit), so it makes it easier for people who don't have permission to change SLA's to change them inherently with the type. 

Unfortunately there also isn't a way to apply an SLA to a workflow. However, you can apply a default SLA to a ticket type and have that SLA be applied when a user requests a ticket of that type from a service.

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