hollyp Posted August 30, 2018 Share Posted August 30, 2018 When changing a requests priority the SLA target resolution date is not changing to match the new priority. Does anyone know if this is a standard feature of hornbill or should the requests resolution update when the priority is changed? Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 30, 2018 Share Posted August 30, 2018 @hollyp You logged this under Configuraiton Manager, but I am presuming you are referring to SLAs for requests in Service Manager? If you are, the following might answer provide some answers to how it currently works, but in short the rules which can include priority are only used to identify the SLA when the timer is started. Rules are not used/applied after this point. You would adjust the Service Level not the Priority. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 30, 2018 Share Posted August 30, 2018 Hi @hollyp The link provided by Martyn should give you some answers on how to do this. Also, I wanted to mention that we are also working on some new options which will provide more automation when information against a request changes, the Service Level will automatically reflect the changes and make any needed adjustments to the Service Level. Regards, James Link to comment Share on other sites More sharing options...
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