Ria Posted November 6, 2018 Share Posted November 6, 2018 Hi We've noticed that when a ticket is updated and the priority is amended, the resolution and response target dates/times do not change. I think I have read something about this on the forum before but cannot locate it... Does anyone know if there are any plans to change this so that the timers do update?? thanks Ria Link to comment Share on other sites More sharing options...
Victor Posted November 6, 2018 Share Posted November 6, 2018 @Ria Link to comment Share on other sites More sharing options...
Steven Boardman Posted November 6, 2018 Share Posted November 6, 2018 @Ria you can change the timers manually by changing the Service Level Agreement or the Service Level Target by clicking on the service level name. In a Service Manager update in the coming weeks, we will be adding the option for the SL rules to be dynamically re-evaluated on a request when rule options are manually changed on a request i.e changes to the Priority, Site, Customer etc If the evaluation of your configured rules requires a timer change then this will happen automatically on the request. This new feature will be set behind a system setting and you can choose to enable it once it is available in the coming weeks Steve 2 Link to comment Share on other sites More sharing options...
Ria Posted November 7, 2018 Author Share Posted November 7, 2018 thanks @Steven Boardman! We're currently still using priorities and service levels rather than service level agreements. Will we still be able to utilise this functionality?? We're looking at shifting to use SLA's but not sure it will be in the next few weeks... thanks Ria Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now