Hi experts,
I need to configure SLA for ITSM.
There's a special requirement for the different SLAs and I am not quite sure how to set them up.
The service and reaction profiles depend on these factors:
- transaction type
- priority
- category of multi-level cat.
- system ID (Ibase)
I thought I create several service products similar to INVESTIGATION product where I define the corresponding service and reaction profile according o the chosen category. But I am not sure about the SLA determination profile and the assignment to the ibase components... in my tests so far always INVESTIGATION product is found
Any advise?
Regards, Richard