Changing service level breaks timers

[chriscorcoran]

Not sure if this is a bug or an issue with my environment setup, but when I chnage the service level on a call its seems to break the SLA Times

 

  

[Guest Paul Alexander]

Hi @chriscorcoran

I think that this is a Known Error. 

If you go to the Success Portal you should see it listed under the KE's (KE00167427)

More info on the Success Portal can be found here

 

If you don't think that this is the same thing, then let us know and we can take a deeper dive!

 

thanks

[chriscorcoran]

Thanks @Paul Alexander I had a look, I don’t think its a missed timer, it appears to just get rid of them altogether. 

[James Ainsworth]

Hi @chriscorcoran

For this it might be best to raise a ticket with Hornbill Support.  There's quite a few things that would need looking at.

[David Hall]

Hi @chriscorcoran

Is this happening via an automated update of SLA when request details have changed or via a manual change of SLA on the request?  If its automated then I'd start by checking if you have a Service Level rule that matches your request details for the Lum P1/P2 SLA... if not then it would reset the targets and you would see the result in the screenshot where you have an SLA (via a matching rule) but no Service Level due to no matching rule.

Kind Regards,

Dave