HI ARSListers,
This is an Issue (?) related to SLAs \ SLM Module. We have OLA Service Targets for Response based on the Priority and while testing various scenarios like changing the Priority, Changing the status, changing the Support date and etc are working fine except the below scenarios. 1) We have the Low Priority Incident and moved it to "In Progress" after the OLA is Missed, so the Status is "Missed" at this point; And then raise the Priority to "Medium" or "High" that even has less Response time, the SLA Status is reset to "Met". 2) Similarly, when we reassign the Incident to another support group, then Response OLA is getting reset, though its not configured to reset in the Data Source. I.E Have a Low Priority Incident; Met the Response OLA and then Reassigned to another group, the response OLA status moved from "Met" to "In Progress" Service Targets are already Met\Missed. (we no not want the OLA Response to be reset on Support group change). Not sure this is an Issue in SLM or that's how it's designed to do. Did any one faced or having any information related to these scenarios in SLM? Thanks in advance, VB _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
