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Response and Resolution SLA not being applied since the latest update


Rohit Govind
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Hi, Since I updated to the latest version of Service Manager this morning our INC and SR BPM's are no longer applying our Response and resolution targets. We have Start Response/Resovle timers configured.

Has anyone else noticed this yet or is this isolated to our environment?

 

 

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Hi @Rohit Govind

Apologies for the inconvenience, I've reviewed the logs and identified an issue with a recent fix to service levels which has had an unexpected knock on affect in this case.  I will have this fixed in the next build which will be pushed out as soon as possible, but as a workaround, in the meantime, you may wish to change the following service manager setting in the admin tool to "off" which will force the system to use the priority based timers.

guest.app.view.ITSM.serviceDesk.enableSLM

Kind Regards,

Dave

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