3 Replies Latest reply on Nov 9, 2016 6:47 AM by John Stuart-Robson

    Change Management SLA - Not displaying Process Breach Time

    IT.Service.Desk1 Rookie

      Hello,

       

      I have set up the below response levels against a 'Change Priority' object for our change management module, I have also included the escalation details for a 'high' change:

       

      Follow the creation of a change classed as high the process breach time does not display, or, does not activate at the implementation status. The SLA/process breach time against the incident module works fine.

       

      My goal is to have an individual Analyst work queue that include incidents, requests and changes but the process breach time assists in ordering their queue in priority order against our SLA's.