Target resolution dates not changing if I change call priority

[derekgreen]

This morning I had to escalate the priority on two calls in Service Desk from a P4 to P2, the new priority has been displayed against the call but the resolution date/time didn't change. Any suggestions?

[David Hall]

Hi @derekgreen

Thanks for the post.  In quick summary, the priority based service levels do not initiate a change in resolution times, the reason behind this is explained by one of my colleagues here 

However we are rolling out service based service level management which will provide the ability to change the selected service level/targets per request as needed.  You may find it useful to read the full forum thread, but details of the new SLM functionality that is coming out of beta can be read starting here

Regards,

Dave.