More SLA Coverage Options

The options that allow service level managers to define who is covered by a service level agreement (SLA) have been extended.

The option for providing coverage to all people who work for a specific organization, plus all organizations hierarchically below it, has been renamed to ‘People of the Following Organization(s) and Their Descendants’. This means that it is now possible to select more than one organization when this option is selected. In case multiple organizations are selected, all people of these organizations, as well as all people of all organizations hierarchically below the selected organizations, are covered by the SLA.

In addition, the option ‘People of an Organization and Site from the Following’ has been added. This option allows multiple organizations and multiple sites to be selected. Any person who belongs to one of the selected organizations and who works at one of the selected sites is covered.

These new coverage options provide even more flexibility and make it possible to quickly define the coverage that an SLA provides, even in complex support environments.