Resolution Times Not Changing

[Logan Graham]

Hi All,

Hoping you can help, I might just be missing something but it seems that if a ticket is raised by mistake as say a P1 with the response time of a day if we then correct this manually using the "escalate" action to a P3 with a resolution of 3 days, it does not change the resolution time. 

Any ideas on this?

Thanks,

Logan G

[Steven Boardman]

@Logan Graham by default a change in priority will not automatically calculate the service level target for the request. However if you enable the following setting:

guest.app.view.ITSM.serviceDesk.slm.enableAutomatedSLChanges

 

Then your service level rules will be automatically re-evaluated, and if a different rule is then met because the priority of the request was one of our rule conditions,  the service level target will change, there is a fair few things to consider with this, and this wiki page should be a good starting point.

https://wiki.hornbill.com/index.php/Service_Level_Rules_Builder

[Logan Graham]

@Steven BoardmanThanks for this! I will take a look at the wiki.