Response Time & DueBy got deleted after hitting SLA rule
I have configured to do the following
when a low priority ticket is created, it has an SLA to resolve in 15 mins.
1. 10 mins before the ticket resolution is breached, it will escalate (action) to change the priority from Low to Medium.
2. 5 mins before the ticket resolution are breached, it will escalate (action) to change the priority from Medium to High.
*** Meaning it will auto jump in priority if the ticket is not resolved.
***************
My error is when the 1st level escalated, it was successful to change Low Priority to Medium Priority.
BUT the system will also delete my DueBy Date field & Resolution DueBy.
when a low priority ticket is created, it has an SLA to resolve in 15 mins.
1. 10 mins before the ticket resolution is breached, it will escalate (action) to change the priority from Low to Medium.
2. 5 mins before the ticket resolution are breached, it will escalate (action) to change the priority from Medium to High.
*** Meaning it will auto jump in priority if the ticket is not resolved.
***************
My error is when the 1st level escalated, it was successful to change Low Priority to Medium Priority.
BUT the system will also delete my DueBy Date field & Resolution DueBy.
Topic Participants
Michael Koo
Jayashree Gowrisankar
Hari Krishnan Srinivasan
Santhosh Venkataramani
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