I have an issue on 7.0.03 Incident module where I am noticing that some (not all) incidents are getting multiple SLAs attached. For example: I have a medium priority incident which is supposed to get 2 SLAs, one for response (acknowledgement) and one for resolution. This incident is getting 3 SLAs for medium response and one for medium resolution. 2 of the response SLAs have the exact same time, while the other doesn't. out of the 2 that have the same time, one shows as met and the other as missed. All 3 response SLA measurements have the same SVTInstanceID value.
I can see that the incident ticket never changed priority, therefore it is not due to SLAs from another priority attaching.. I've noticed that this behavior started happening about 2 weeks ago. The only change I've done is to remove a value from the Group field for all "resolution" (not response) SLAs. This was done because the group mentioned in the field does not exist and I was noticing that when incident dropped from priority medium to low, the resolution SLA for medium would still be attached to the ticket. (odd). I'm not sure what be causing multiple SLAs getting attach to the ticket; specially the same SLA and one is met and the other missed. Any advice?? ARS7.1 ITSM7.0.03 Thanks, Marcelo _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
