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Escalating Priority doesnt change SLA


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I have set up rules to match priority chosen in request, this works for the initial creation but when choosing escalate the SLA level doesn't change to match priority.

Attached is a picture of the rules I have set and they are the same for P3 and P4.


Priority Escalation Issue - Hornbill.png

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@Steffen your configure looks fine

Have you enabled the following setting:

Admin Console > Service Manager > Settings


By default this feature is off due to the fact it was a new feature we introduced and we can't assume all customers will want this, so to protect the existing behaviour, this would be off by default.

If you enable this setting this should work for you

Let us know of course


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