SLA response\resolve timers

[lee mcdermott]

Hi,

 

I just wanted to check the behavior of the response an resolve timers when the priority of a request is changed.

 

Does the response\resolution times get set when the priority is set the first time and then they remain unchanged regardless of if the priority is updated at any point?

 

I have noticed if we have a call at priority low and it gets escalated and raised to medium or high the timers do not change

 

Is this correct?

 

thanks

 

lee

[Martyn Houghton]

@lee mcdermott

By default, the rules are only evaluated at the time the timer is started. However, there is a setting you can turn on to have the rules checked when the request is updated.

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

Cheers
Martyn

https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/service-level-agreements/rules

[lee mcdermott]

@Martyn Houghton

 

thanks Martyn that's great many thanks. I will give that a go.

 

lee