Email reminders in SLA

[Alisha]

Hello,

Is there a specific role that we need to have in order to update the SLA Resolution email reminders? I want to be able to add specific recipients but it does not allow me to add them. We have 4 email addresses currently, is there a limit for how many addresses we can add?

Many thanks,
Alisha

[Victor]

28 minutes ago, Alisha said:

add specific recipients but it does not allow me to add them

Can you please detail on what happens? Is it an email address you type in? Is it that you cannot type in the field or you can type but something else happens? Or you cannot save the configuration?

[Alisha]

Hi @Victor,

I can add the email addresses - one is a user email address within Service Manager and one is a distribution list - but it won't save them. There isn't a Save button - should there be one? Do I need a specific role to save the configuration?

Many thanks,
Alisha

[Victor]

@Alisha yes, there should be a bitton, does not say save but update. Like this:

 

Shall I take it you don't see the Update button?

[Alisha]

@Victor Yes, I don't have the Update button!

[Victor]

@Alisha we will have to raise a support request to investigate this.

EDIT: we have raised it you should have received a notification email in this regard.

[Alisha]

Thank you so much for your help @Victor

[Steve Giller]

To close this off, the correct way to update these settings is to select the Service Level Agreements tab from the Service portfolio and make your changes from there.
If the service is accessed and the SLA selected from there it can be viewed but not updated.