chriscorcoran Posted July 13, 2021 Share Posted July 13, 2021 I have setup a service level agreement, creaed all my new priorties, set the service to use the new agreement and added all the rules etc. When I log a call against the service it logs with the correct prirotiy but it doesnt pull theservice level agreement in so I dont see the reponse and resolution times in the ticket, any idea what I'm doing wrong. Its been a while since I adjusted these. We are using the new SLA system and other services are fine. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 13, 2021 Share Posted July 13, 2021 Hi Chris, I presume you have the timer start nodes for Response / Resolution set in the BPM to trigger after setting the priority? Only thing I could think of off hand that might be missing Thanks Link to comment Share on other sites More sharing options...
chriscorcoran Posted July 13, 2021 Author Share Posted July 13, 2021 thanks @Adrian Simpkins yeap, the service was getting its SLA's from another level agreement, I have just moved it to a new one. 2 Link to comment Share on other sites More sharing options...
chriscorcoran Posted July 13, 2021 Author Share Posted July 13, 2021 I had forgot to add the SLA to a calendar under the SLA 'manage rules' section...doh! 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 13, 2021 Share Posted July 13, 2021 Ah great glad you found it, its always the tiny configuration I find that is missing ! 1 Link to comment Share on other sites More sharing options...
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