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Teleservice - EBS (MOSC)

How can I apply coverage templates to service request types?

Jan 30, 2013 5:45AM edited Feb 5, 2013 11:55PM in Teleservice - EBS (MOSC) 3 commentsAnswered

Dear Community,

I have created several service business processes eg...p1,p2,p3 and mapped each to a SR type , say sr1, sr2. sr3

So sr1 has p1 business process etc.

I have 3 coverage templates with different reaction and resolution times say ct1, ct2, ct3 with ct1 corresponding to p1, ct2 with p2 etc.

I have set the profile option Service : Default Coverage for SLA = ct1

When I create SR = sr1, I get the resolve/respond times correctly filled in.

When I create SR = sr2, I get no times filled in.

I use just the one severity = Medium in each of the templates.

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