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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 20/03/2012 17:56:32
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Porsousa
SysAider
Joined: 30/03/2011
Messages: 8
Offline
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Hi,
Anyone can help me how can I assign several service Agreements to the same company?
In my case I have 2 specific sla definitions (24x7) and (8x5), is it possible to create these two agreements and assign those to the same company?
Thanks in advance for your help.
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12/06/2012 06:41:06
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mor.h-Sysaider
SysAider
Joined: 14/08/2011
Messages: 32
Offline
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You can assign one company per SLA from the : user management > companies > choose company > add the agreement field (from the blue cog wheel)> assign to company
At this level you can only choose one company this is the top level of assigning the company defined to an agreement (SLA)
http://www.sysaid.com/help-page.htm?helpPageId=4284&helpPageName=AgreementEdit.htm&edition=2&version=v8.5.08&productId=1
You can define also a user (end user / admin ) to an agreement if that user is not attached to a company
The next level if a company is not defined to an end user / admin and that end user / admin is not attached to an agreement is to route that user through the routing rules defined in the help desk
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12/06/2012 09:03:37
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Porsousa
SysAider
Joined: 30/03/2011
Messages: 8
Offline
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Thanks, for your reply, but this is what we have already.
We don't want to have different agreements per user because a user can open any available service request.
If it was possible to define different operating times per type of service requests this could be a solution for our problem
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12/06/2012 11:31:22
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sarah
SysAid CEO
Joined: 14/04/2008
Messages: 547
Offline
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Thank you for the feedback.
So I just need some clarification regarding your request.
You have stated that: "because a user can open any available service request."
Just to make sure I understand end user could open a ticket that could be under SLA 1 and the same user in a different SR will get SLA2?
If so, it will help us understand what is the different and what will determent what SLA it will receive?
Thanks
Sarah
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12/06/2012 13:15:16
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Porsousa
SysAider
Joined: 30/03/2011
Messages: 8
Offline
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Hi,
Yes, exactly.
For example:
1. - The user1 from Company1 open service request reporting a problem with App1. This request should have a agreement 24x7, because the Service Desk is available 24 hours per day.
2. - The user1 from company1 open a service request requiring hardware upgrade. this request should have an agreement 8x5, because the appoval group, and implementation is only available during Office hours.
Both cases represent the same user and same company, but with different agreements and different operating times.
Thanks for your help.
Sergio Sousa
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13/06/2012 07:36:36
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sarah
SysAid CEO
Joined: 14/04/2008
Messages: 547
Offline
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Hi Sergio,
Currently our product doesn’t not support your request and I will ask our PM team to jump in on this discussion.
But if this is urgent for you and you have an enterprise edition our professional services team can help you face this challenge.
You are welcome to contact your account manager, include a link to this discussion and he will be happy to assist you.
Sarah
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13/06/2012 07:48:29
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Oded M
VP Product
Joined: 28/05/2008
Messages: 892
Offline
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Hi Sergio,
We are planning to add functionality to our SLA module to support the exact scenario you gave where you have different working hours for different systems regardless of the end user.
There are a few ways to manage this today - but they indeed require some help from our professional service.
Usually the issues that are 24X7 are not really related to end users - they are more infrastructure and other critical IT services - in these cases you can setup a special user and company with the 24X7 operating hours - if you enter it in the request user - again, this isn't the optimal solution - but you can consider if it works for you
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13/06/2012 08:31:09
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Porsousa
SysAider
Joined: 30/03/2011
Messages: 8
Offline
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Thanks for all your answers.
It is great to ear that this functionality is planned, but for now this is being a problem for us, because we have to to make the calculations in a manually way.
It's urgent that this problem be solved as soon as possible. We have an Enterprise Edition and if your professional services can take care of this it will be perfect.
If you have any expectation to when this will be implemented please inform me back.
Thanks again for your help.
Sergio Sousa
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31/07/2012 13:37:20
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Porsousa
SysAider
Joined: 30/03/2011
Messages: 8
Offline
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Hi,
Do you have any additional information regarding this new funcionality in the SLA Module?
Best Regards
Sergio Sousa
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27/11/2012 12:45:51
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Porsousa
SysAider
Joined: 30/03/2011
Messages: 8
Offline
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Hello,
With the latest version of SysAid 9 is this functionallity mencioned already implemented?
Any additional news regarding this topic?
Thanks for your help
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