Hi listers, need a small clarification,
7.5.00 Patch 006 SW00392339 have an issue here in Incident management. was going through some ticket to be more precise got an issue reported, a ticket was riased with goal time of 8 hrs and was assigned to 1st level with 24hrs clock SLA start when status = assigned ans stops when status= in progress(response) Now the 1st level assigned the ticket after the ticket has gone past goal time Now the ticket is with a new group and for this the business entiry is 9 hrs per day and as per calculation for this group the response shuld show sa Met. Both this SLA's are group as both runs for the same company, priorty and other conditions. Now my question is will the SLA status show as missed and will it change to Met when a new SLA is attached and is well within the time? i doudt it will carry the same status as missed but i do not have a concrete answer for giving the justication. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
