Adding a Standard Service Request
Now that the request template for the standard service request has been registered, it is time to add it to the service offering record.
Open the service offering “Standard Safety First” in Edit mode. You will see that an additional section called “Standard Service Request” is now available. This allows you to relate the new request template to the service offering and to set targets for it.
Set the resolution target to 80 hours and select the “Monday through Friday, 9:00am until 5:00pm” calendar for the support hours.
Specifying a resolution target for the standard support request ensures that when the template is applied to a request from a requester who is covered by an active SLA that is based on this service offering, a resolution target will be calculated.
Question:
A response target was not specified for the standard service request. How will this affect the SLA reporting?
When a target is not specified, it will not be possible to exceed the target time that Xurrent calculates. So for this particular standard service request the response target will never be breached. Note, however, that Xurrent will still track the actual response duration for requests to which the request template has been applied.