Defining SLA search priorities
Before SLA Managers start configuring SLA services, they should first find out if SLA search priorities have already been defined for your organization. If not, they can define them as described below.
In Planon ProCenter , you can assign a priority to a combination of fields when searching for SLAs. Some SLAs apply to an entire organization, whereas others apply to a specific combination of elements, such as Property and Order group.
When a priority is set, an SLA is searched in a multiple-step search sequence. If the first search step does not give a result, the second criterion is used.
The search priorities can be set for the two different types of SLA:
• Internal (requesting party) SLAs that apply only to requests
• External (party carrying out work) SLAs that apply only to work orders
Procedure
1. Go to Supporting data > SLA search priorities.
2. On the action menu, click Add.
3. In the data section, complete the relevant fields. For a description of these fields, refer to SLA search priority fields. 4. Click Save. The SLA search priorities are set and all the defined search priorities are displayed in the element section.