SLA for ChaRM

[Former Member]

Hi All,

I am working on SLA in Service desk. I have three doubts when i started reading about SLA.

1. When SLA is defined for Service desk, and in a ticket a new change request is created which has taken some time. So wht will happen to the escalation procedure. Will it happen even when the control is in ChaRM,

2. Will the Duration defined in the response profile includes the time duration for this change request also.

2. Suppose if the requirement is to implement ChaRM alone can we be able to implement SLA for ChaRM alone without SD. And If so will there be any difference in the implementation.

Kindly advice in this.

Thanks and Regards,

Subhashini.

[Former Member]

Hi All,

Kindly advice in the above issue. I got stuck up and could not able to proceed further.

Regards,

Subhashini.