Steffen Posted December 13, 2018 Share Posted December 13, 2018 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. Link to comment Share on other sites More sharing options...
Steven Boardman Posted December 13, 2018 Share Posted December 13, 2018 @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 Steve Link to comment Share on other sites More sharing options...
Steffen Posted December 17, 2018 Author Share Posted December 17, 2018 Great - thanks that fixed it :-) Link to comment Share on other sites More sharing options...
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