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Request List - SLT - Service Level Targets still not displaying correctly

Martyn Houghton

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Thought latest Service Manager builds have include fixes to the Request List Service Level Target (SLT) indicators, there are still requests which are displaying incorrectly.

For example we have a case logged, response timer marked and put on hold within 7 minutes of it being logged, significantly within both the Response and Resolution service level targets, however this is showing as Red on the request list SLT column.


SLT calculation does not appear to be taking into account if the request is on hold and was put on hold prior to the current calculated fix by target which was set when request was calculated and obliviously will not updated until the request comes off hold.


Can this be looked at please.



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