Territory is not an Available Criteria For SLA-Determination.
Reproducing the Issue
- Go to the Administrator work cenre.
- Go to the Determine Service Levels view.
Result: There is no option to determine the Service-Level Agreement based on Territory.
This is expected system behaviour: The reason for Territory not being available on Service level is explained in the case document: 2308136 - The Territory Maintained For A Customer Does Not Update The Territory Field In A Ticket.
In the context of Service a Territory is a grouping element to which Agents (Processors) or Technicians (Service Technicians) can be assigned. These Territories can be used for Ticket routing purposes. In Sales a Territory is used to group Customers.
A work around for segregating the Tickets by Territory could be to create different new Ticket Types ABC (ABC represents the Ticket Type name) for the separate Territories with the same Routing Rules for which you then create the necessary special Service Level Agreements.
KBA , LOD-CRM-EMP , Employee , How To