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Service Level Agreements - Priorities


Tina.Lapere
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Hi, We have just setup a corporate SLA for testing having seen the important message under Service Portfolio and setup rules etc.

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We've linked a test service to it and logged a couple of test calls.  When using the new SLA to change the level it works fine (by clicking the MVDC SLA bit) 

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However when you change the priority using the Priority (Assessment) action it doesn't change the SLA resolution time.  

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For example - I've just changed the call to be a P3 Medium priority as you can see in the below screen shot however the SLA still shows 4 hours and hasn't updated.

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Have I missed something?

Thanks

Tina

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@Tina  three things to check

1. Have you enabled this setting?

This will allow the SL to be auto re-evaluated when a ticket like priority is changed

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2. Do you have rules enabled on your Service Level, which will be automatically re-evaluated when a ticket param like priority is changed?

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3. Do any of the rules in step 2 relate to priorities ? i.e have you set a rule which changes the SL if the priority is x or y

Finally the rules will be evaluated from top to bottom, and once a rule is met it will inherit that SL, so just double check there is nothing in your rules that might evaluate to true, before it hits a priority based rule in the list. 

 

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