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I want to look at creating some OLA between support teams, how do i go about setting this up as i can only see SLA within the service portfolio section.

thanks 

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Hi David, 

We don't have specific OLA configurations at the moment.  We do have a change to introduce these. For the most part the term SLA and OLA terms are interchangeable as it can be the same mechanism for both customers and between teams.  Basically response and fix times.  We plan on having operational/technical services put in place in the future which would work with OLAs.

For now it may be something that can be configured in other ways depending on your approach.  It maybe creating a Service under a category called Operations or Technical and use the SLA feature for this.  If it is a more simple requirement, it may just be setting tasks for the other team with due dates.  All depends on how you want to approach this.  

Do you have in mind what you would like to achieve with OLAs for this scenario?

James

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