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SLA - Service Level Agreement issue

Former Member
0 Kudos

Dear All,

I have set the SLA based on priority. But now user are raising the most of the messages with High Priority, even though the the real priority is Low.

If the processor wants to change the Priority based on the issue, then how to change the SLA which has already triggered by end user.

Example:

End user raised issue with : High Priority

But Processor changed it to: Low priority, when the Processor changes the status to In process.

How the SLA should be mapped according to Processor changed Priority.

Regards

Praveen K

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

Hi

I beleive you used Service and Response profile for defining the SLA critia based on Priority.

So when the priority is changed and save this should update the SLA in the service desk message automatically.

It worked like this for me earlier.

Hope this helps you

regards

Naveen

Answers (0)