SLA Determination Procedure by Transaction Type

[Former Member]

Hi Experts!

I need to configure different response times profiles and service times profiles depending on the transaction type created.  In the past I only assigned the response and service profile in  Service Product Investigation and every transaction type received the same treatment for SLA determination.

I was thinking that maybe I could create different service products (one for Incident and one for ServReq).. Assigned the correspondent service and response profiles to each Service Product, and then add each Service product to Categories in the Multilevel Categorization configuration.

First I don't know if this is going to work. Have anyone done this type of config. Does anyone have an idea of the best approach to achieve this?

Thanks
Henry Lopez

[prakhar_saxena]

Hi Henry,

there are multiple ways of achieving it.

you can check my series below for all the steps to achieve multiple sla by one of the option.

Hope this will answer your query.

Thanks

Prakhar

[Former Member]

How is service product INVESTIGATION link to the transaction type,  what if I want to copy service product  INVESTIGATION to Z_SUPPORT and used different Response profile,  how can I tied this new service product to an specific transaction type?