SLA for each time period we want to have

• 1 day

• 2 days

• 5 days

• 10 days

• Etc

The current model for Request SLAs is based on having individual SLAs for different types of Requests, which means you are unable to re-use workflow etc for the same request

Consider, a generic workflow request with an approval and a fulfilment task

• In one case it is add use to a distribution list (expected to be done in 1 day)

• In another it is install some software for the user (expected to be done in 3 days)

• In another is is permission the user for a service (expected to be done in 5 days)

In all cases the same request workflow (and hence the same request and screen set are used), but the expected timeframes can change

In this case we would want to drive the SLA resolution time based on the number of expected days

There is a further option where the user can negotiate a target date, in this case the SLA breach time needs to use the agreed date rather than the expected number of days

Currently this is not possible out the box

SLA for Requests

• Need to be able to drive the SLA from either

  • A specified target date

  • A specified number of days

• In either case we would like to

  • Setup a single SLA, with recipients etc

  • Use a matrix value of 1 day

  • Then if:

    • using a specified target date: set the SLA breach time as Target Date - Logged Date (accounting for business days)

    • Using a specified number of days: set the SLA breach time as Logged Date + days (again accounting for business days)