Even though requests can only be related to a single service instance, an incident in one service instance may actually affect multiple service instances. That is why it may be more useful for organizations to filter their views, reports and dashboards by an affected service instance, rather than the service instance that is linked to requests.
To provide a more complete set of filter capabilities for this, the following request filters have been added:
- Affected service
- Affected service instance
- Affected service level agreement
- Affected service provider
These new filters use the information in the affected SLAs that can be found in the ‘Affected SLAs’ section of requests to determine which requests should be included in a view or report.