Hi
Can some one please clarify the below scenario in ITSM.
we normal define SLA's for Incident Management
In the same way, Is the any possibly that we can configure SLA for Service request Management and Problem management,so that when a customer log a service request to a Support Partner,Can an SLA be triggered for that SR and can it also send an E Mail to the support partner when the SLA breaches like 80% just like Incident Management?
Similarly for Problem Management, when an Incident turned in to a problem , is there way that we configure SLA for problem Management?
Can this be achieved? Like different SLA's for different processes.
Kind Regards,
Phaneendra K