Response Level is not populated when selecting Variation Attributes. Escalations are not being added to the IPC

Version 3

    Verified Product Versions

    Service Desk 7.6



    I have an Agreement Matrix set up with Agreement Rules, but when I log an Incident and select the relevant Variation Attributes the Response Level is not being populated.





    This is most likely due to a missing handler on the window you are currently using.

    You will need to make sure that you have the "initialseSlmHandlers (IClientForm)" handler added to the window for the Agreement Matrix to work.


    You add this by opening the window in Window Manager and without highlighting any attribute go to your Properties.

    You will have an option here called "Handlers" under the "Configurable Properties" section. Highlight this and click the [...] browse button.


    handler collection.jpg


    NOTE: If you cannot see this setting, please see here in how to add this.



    In the handler window that you get up, expand "SlmMatrixHandler". Select the "initialseSlmHandlers (IClientForm)" and move this over to the right hand side. In the popup option to select 'Event', select "Initialise".




    Click OK and then save your window.



    This will now activate the Matrix to work on the fly when selecting the Variation Attributes on the window.