Hi Does anyone know how to configure things so that the SLA re-attaches when it's re-assigned to another group? The new group's business hours (new group's Business Entity) should be used in calculating the new SLA Due Date.
Currently Response and Resolution SLAs get attached to Incidents using the Reported Date as the start time, and SLA Due Dates get calculated correclty against the group's business hours/hols. The group's business hours/hols are defined in Segments, and associated with a Business Entity with the Entity Title matching the Group ID e.g. SGP000000001234. SLA/OLA Type Data Fields = 'Assigned Group ID' in the Target Data Source for HPD:Help Desk. Your help would be very much appreciated. Kind regards Mike PS. The documentation says a lot but lacks the clarity. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
