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The system comes with Corporate SLAs that cover all users and that are linked to most of the default services, but each service may have specific SLAs available to only one set of users. For example, the Quickbooks services are available only to the Finance Team SLA group.
Whenever customers interact with the services or the service catalog, they only have access to the services defined as available to their SLA Customer Group. For technician users, their permissions allow them to view all services, including those that are not yet active. When submitting a request, technicians are still limited to selecting from services that are Active or In Review. Since the system filters the services a customer can view, there is no need to create a specialized catalog for each customer. Instead, customers in different SLA customer groups automatically see their appropriate services based on their own linked SLAs.
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Predefined Task Workflow - allows the selection and/or creation of a Task Workflow with predefined task templates arranged in a sequential or parallel order. See more details about configuring task workflows in the Task Workflows Table section.
Note that if your workflow has 3 tasks, they will each be generated for each configuration item.
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Note that a single task may have several predefined steps, presented as a checklist, to assist technicians in performing the task. See the sections on Task Templates Table and Task Steps Table for more details on how to set this up.
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