1 Reply Latest reply on Jul 18, 2018 10:11 AM by Julian Wigman

    Stop clock time not added to ticket SLA.

    bhushan265 Apprentice

      Hello Community,

       

      We are facing a problem related to SLAs. If the response level of the ticket is changed the existing SLAs get 'Cancelled' and new escalations are created.

      Now, the duration of clock stop is added to this escalation but if the response level is changed to previous response level this duration of clock stop doesn't get added in the SLAs.

      Please refer to the example below,

       

      Response level 1

      2 hours

      Response level 2

      3 hours

      Creation time

      18th July 2018 8:00 AM

      at response level 1

      Breach time: 18th July 2018 10:00 AM

      response level changed to 2

      Breach time: 18th July 2018 11:00 AM

      clock stopped for

      15 mins

      New breach time

      Breach time: 18th July 2018 11:15 AM

      Response level changed to 1

      Breach time: 18th July 2018 10:00 AM
      Expected Breach time: 18th July 2018 10:15 AM

       

      Please help us in identifying the issue or do let us know if this is an existing LANDesk issue.

      Thanks in advance