Problem Management Service Level Agreement (SLA) not Working

Products

• ServiceDesk

Issue/Introduction

After customizing values for SLA requirements in Problem Management for Servicedesk 7.0, the problem cases created do not show any changes for due or late dates.  Configuring this option is specifically referenced in the Servicedesk Customization Guide on pg 34-35.  Why are they not working correctly?

Resolution

While it was originally intended to include SLA as part of Problem Management and some documentation reflects this, SLA requirements and policies for Problem Management are not a part of ITIL requirements.  As a result SLA was not implemented in any release version of the Problem Managment workflows.  References to Problem Management SLA will be completely removed in future releases, and in all documentation.