Setting up service plans

You can create a generic service plan, or create a service plan record for every request class.

1. Select Maintenance > Set Up > Service Plan.
2. Click the Add action.
3. In the Details section, select a request type.
4. In the Assignment Rules section, select a value from the Create Projects or Tasks list.
5. Specify the assignment rules. The rules that are available are determined by the request type and whether you chose to create a project or a task.
6. If you chose Use Service Plan for at least one of your assignment rules, in the Service Level Defaults section, specify the default values for the generated work.
7. In the Estimates section, specify the initial estimates for calls that use a request class with this associated service plan.
8. Click Create.