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Found 4 results

  1. @Steve G With reference to the "Request Import Utility", I can see there is a mapping for Priorities, but how do we map Service Levels and also populate/set timers? Cheers Martyn
  2. When configuring SLA response and resolution targets and expiry times on certain BP nodes you might find the target being set differently than possibly expected. This is because a common oversight as these timers needs to be expressed in SLC (Service Level Calendar) times or working hours or business hours (which are usually X hours/day) rather than calendar time (which is 24 hrs/day). When configuring a target time of N days, the value needed to be set would be N working days rather than N calendar days. The value that needs to be set will be obtained by multiplying N with the number of
  3. Hi Everybody, We have a global Service Desk Team, working in different time zones. At the current stage we have not yet deployed any service with an SLA, but soon we will. I understood that the SLA might be linked to a specific Working Time Calendars as described in another post (https://forums.hornbill.com/topic/9868-work-time-calendars/?tab=comments#comment-46216). We are also using the 2 stage closure which i understood is in some way using a Calendar; let me also say that potentially our teams and customers will work under this calendar: so my questions are: 1. in which
  4. Hi all, I have just logged a test ticket and noticed that the timers are incorrect. I am using Corporate Service Level Agreements. The SLAs are set as a Response time of 1 hour, Resolution time of 5 days but as soon as I logged the ticket and assigned it the Response timer showed as failed. The resolution is set to be completed by 03/03/17 which is obviously a good deal longer than 5 days (I would have expected it to be 22/02/17) Please see attached images for setup. Any ideas? Thanks Dan
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