About Adding Services to an SLAAbout Adding Services to an SLAYou add service groups and services that you provide to an SLA (service level agreement) in the Service Level Agreements (SP) application. Adding service groups and services to an SLA makes the SLA applicable only to tickets or work orders with matching criteria. Rules are used to match an SLA to a ticket or work order.
Note: The service groups that you specify on an SLA are service groups either that you provide or that you provide and procure. For more information about service groups, see the Service Groups help.
There is a match between the SLA and the ticket or work order when one of the following is true:
the service on the ticket or work order matches one of the services on the SLA.
the service on the ticket or work order is in one of the service groups on the SLA. No service is specified for the service group on the SLA. The SLA matches any service in this service group.
the service group on the ticket or work order matches one of the service groups on the SLA. No service is specified for the service group on either record.
there is any service or service group on the ticket or work order. There is no service group or service specified on the SLA.
Note: Other matching criteria apply. See the topic About Applying Service Level Agreements for more information about matching SLAs to tickets and work orders.