You'd do this by using the Service Level Matrix for the Request Module as the Service Level applies to the Request lifecycle rather than set it up on the Service CI content itself and the matrix drives this.
You can setup this via the Administration module in Console.
The advantage of this is that you can put Response Levels against the catalogue hierarchy level instead of each individual service (though you can do that if you want too though may get unwieldy to administer as your catalogue gets bigger IMHO) so for example all PC's under a "Standard PC's" node in the catalogue have the same service level wheras a different set under the "Non-Standard PC's" have a different (longer) Response Level.
Anyway just add the catalogue hierarchy as a variation attribute (if not already there) for your Request Service Level Matrix and then setup or import the matrix rules.
That sounds very useful but I've never come across the Service Level Matrix - i'm quite new to Landesk. Is there any documentation available around this?
What Julian meant is probably this chapter in our documentation: https://help.landesk.com/docs/help/en_US/LDSD/10.0/Default.htm#004%20Administrator/SLA/SLA.htm%3FTocPath%3DDesign%2520an…
Basically what needs to be done is that:
1. Go to Administration -> Service Level Management > Request Management > Response Level > Manage Variation Attributes.
2. In the popup window you will have to add Catalogue Hierarchy Category (assuming that you want to use Julian's approach to use response level based on the catalogue hierarchy).
3. Then you will have create the matrix by clicking Manage Rules in the action tab and create a new rule: (example from my OOTB 2016.4)
In case of further enquiries, please feel free to reach to me within the case we have together.
100% what I meant. :0)