Other Modules
In addition to the automatic assignment of contracts via the coverages, they can, of course, be added to ticket schemas, individual tickets, Mail2Ticket accounts, service transactions, CMDB schemas, and individual CIs manually as well.
Ticket Schemas
A contract can be assigned to a ticket schema via Settings > Ticket Management > Ticket Schemas. If a ticket schema is opened here, a list of preferred SLM priorities can be assembled from different contracts and services on the SLM Priorities tab. These will be taken into account for every ticket created via this schema. This list will be used whenever no automatic selection can be made by the system.
Ticket
In individual tickets, escalation times and priorities can be modified afterwards as well. For this purpose, the ticket actions Edit escalation time and Edit escalation priority are required, which can be configured in the respective ticket schema.
Mail2Ticket Account
SLM priorities can be defined in Mail2Ticket accounts as well. These priorities will be used whenever the assignment of a priority for a Mail2Ticket ticket via the coverage areas has no clear result.
Services and Service transactions
Both the services and the service transactions provide a tab for Service Level Packages, where Service Level Agreements can be specified. Those can be used, if no consistent contracts can be saved for the individual process schemas.
CI schema
CI schemas can contain particular SLA priorities as well. Their configuration can be found under Settings > Configuration Management (CMDB) > CMDB Schemas. If an SLA service or a priority is specified here, it will be taken into account for new tickets, whenever the respective CI is linked to the ticket.
CI
Individual SLA priorities can also be defined in individual configuration items (CIs). The user wanting to create or change the priorities is required to have the right View on the SLA tab within the respective CI.
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