Jump to content

Updates to response & resolution timer when Priority amended


Ria
 Share

Recommended Posts

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

@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

  • Like 2
Link to comment
Share on other sites

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 account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

×
×
  • Create New...