Martyn Houghton Posted January 19, 2016 Share Posted January 19, 2016 We currently have a significant number of (approx. 20) different SLA's/Priority's, which have come about from us acquiring different organisations and us absorbing support service for different products and types of services. At the moment there does not appear to be any relationship between the SLA/Priority and the Service, in that all priorities specified in the Progressive Capture 'Request Priority' and similar BPM node. Ideally we would want to allocate priorities which are applicable to a service at the request type level, i.e. you may have a service which has both Incident and Service Request types enabled, but you may want to have four priorities for incidents (Critical, High, Medium, Low) but only three for Service Requests (High, Medium, Low). As work around if the Request Priority progressive capture and BPM nodes could be changed to allow the priority list be filtered, this would mean you could achieve a specific list of priorities for the service. Can both these options be raised as potential Request for Change? Cheers Martyn Link to comment Share on other sites More sharing options...
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