Geoff Soper

Please see screenshot below of the settings for the 'Start Resolve Timer' Do I add the following ?

I'll have a look now - thanks for the update

Thanks for replying Dave - rules are configured as below.

Please see attached screen shots. Call set at Priority 6 - 5 days response and 30 days resolution, but the resolution set to the 2 hours after - so it looks at though this is picking up the 'Initial Service Level' - how do I resolve - thanks Service Manager Forum - 1.docx