Apply the SLA of this profile to the form
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| Status: | Published |
|---|---|
| Version: | 1.0 |
| Authors: | Hornbill Support |
| Applies to: | Supportworks ITSM 4.x |
In previous versions of the application, ie. older than ITSM 4, there were a number of requests to have the Apply the SLA of this profile to the form as an option which was automatically ticked.
In ITSM4 there is a new (prefered) mechanism for setting SLAs - SLA Rules (a separate tab in the Manage Service Level Agreements section). You can actually (per callclass) define which SLA to pick up. IF you configure that to first pick up the SLA from the Problem Profile then the SLA from any selected Problem Profile will be picked up for the call. IF there is no SLA configured for the profile, the next rule is checked - before it reverts to a default for the callclass.