Merged Feature Suggestion

This idea has been merged into another idea. To comment or vote on this idea, please visit CORE-I-278 Add rules builder for OLA selection criteria.

Enhance IPK Selection Criteria for OLA's Merged

The OLA Agreements only have the Assigned group as a selection criterion available but the SLA have multiple . Can the OLA be allowed to also have these values added as a selection criteria. We have a situation where we would like to apply a different OLA depending on the CI Type or even the Customer VIP Level. Seems that I'll have to use SLA's for this maybe?

  • Guest
  • Mar 18 2016
vFire v9 / SLM
  • David McKinney commented
    March 30, 2016 10:52

    We have a similar issue - we need to apply a different OLA based on the Service Level of the CI linked to the call (some CIs get 24x7 support, others business hours). Only way I can see to do this at the moment is to make the 24x7 CIs a different CI Type from the others and then use the IPK Override, which is clunky.

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