Teleservice - EBS (MOSC)

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R12 Tele Service New feature-Capture additional SLA

edited Oct 25, 2016 11:45PM in Teleservice - EBS (MOSC) 3 commentsAnswered

I see that below functionality is added in R12. We just upgraded our test instance from 11.5.10 to 12.2.5 instance and I don't see these fields available in Service Request form.

Capture Additonal SLA Information for Service Requests

  • 6 SLA dates and 2 SLA durations attributes have been added to all of the Service Request user interfaces (Service Request Form, HTML Service Request Pages and iSupport Service Request details page). These attributes are for customers who want to track SLAs in addition to the OOB Respond by and Resolve by SLAs. Examples include ‘Restore By’ and ‘Workaround By’. Out of the box, these dates are not tied to any functional behavior as they are free-form attributes and customers can choose to use them as needed.

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