Workplace Services / Service Desk / Service Desk Manager

Example 2: Set Up an SLA that Requires Financial Approval

  1. Select the Service Desk/Service Desk Manager/Manage Service Request task.
  2. Click on Add SLA to add a new SLA.
  3. The Request Parameters form will be shown. Select 'Service Desk - Furniture' for the request type. Click Next button
  4. Enter one or more Priority Level.
  5. Click Next button
  6. Set Response parameters for the different Priority Levels defined in step 5.
    1. Set a Service Window
    2. Set time to Respond and time to Complete
    3. Optionally set Requestor notification
    4. Assign for example Internal Service provider and select an employee
    5. Set Optional Workflow Steps
      • On the status 'Work Request Issued' select 'Add Approval' to enter your Financial Approval if the Estimated Cost for example exceeds 500. An pop-up window will appear to enter the approval settings:
        1. Select Approval type: 'Issue Approval'
        2. Select Estimated Baseline Cost > 500
        3. Select Employee or Service Desk role to specify who has to Approve
        4. Click 'Save' to register the approval information entered.
  7. Click Save to save the entered Response parameters
  8. Don't change the proposed SLA ordering in the Determine Ordering tab