We are working on rolling out ServiceDesk 7.5 SP1.
Our organization doesn't see the benefit in using the Impact\Urgency matrix to calculate the Priority level or fully utilizing the SLA processes because they want me to make Incident Management act like we had in Altiris Helpdesk where whatever Priority Level is selected, I had Incident Rules to set the ticket Due Dates. As a result we are only using the Resolution Milestone/Late Escalation in setting up the SLA Levels. That works OK in Incident Management but there is a kicker to the story.
They want to completely separate "Incidents" from "Requests" so I had to build a separate Request Management system for this that doesn't utilize Incident Management at all. The problem with this is I'm not sure how I can easily create entries into the SLAProcess table for these custom requests. What I'm doing for the requests is setting the Due Date in the Task setup of the Dialog Workflow components which writes the request Due Dates to the DueDate column in the Task table. That works fine but ...
The problem I'm running into is reporting when trying to use the report builder inside of ServiceDesk to create a report similar to the Task Viewer report where it shows a user all Incidents and Requests where they are assigned to a task. I have to have a separate Due Date column for Incidents (pulling the LateDate from the SLA Process) and a separate Due Date column for Requests (pulling the DueDate from the Tasks). It works but I'd like just one Due Date column.
Is there an easy way to have the custom request processes write to the SLAProcess table so I can use that as the definitive source for Due Dates? I tried using the Set SLA component but have kept running into errors trying to get that to work properly. Any other ideas you might have are welcome too!
Thanks