Service Level Management

Allow SLA-Priority association

I suggest to allow some sort of relation between two ITIL compliant features that are currently isolated: [ Criticality-Impact-Priority ] and [Service-SLA], so a change on Priority could somehow affect the SLA times.

I know you can relate Criticality to Service and Service to SLA but that relation is so indirect that barely adds value. A change on the priority of a ticket is currently not affecting the time an Agent has to solve a ticket.


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Idea No. 188