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2428 Views 2 Replies Latest reply: May 2, 2011 2:17 PM by KarenPeacock RSS
cmuina Rookie 41 posts since
Feb 28, 2011

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Apr 23, 2011 1:19 PM

Update Response Level

Hello

 

I'm working with Landesk ServiceDesk 7.3.2 and i have an important issue. I have created SLA matrix about the relationship between impact and urgency. Whe I create a new ticket, Response level is auto-calcualted but, after that if i change values from Impact or Urgency, Response level isn't recalculated.

 

I don't know the reason, plese, can everyone help me?

 

regards,

  • dmshimself ITSMMVPGroup 2,248 posts since
    Dec 16, 2007

    Has received 7 of 9 achievements.
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    1. Apr 24, 2011 7:48 PM (in response to cmuina)
    Re: Update Response Level

    When you added the SLMMatrix handler to the page concerned, did you use Initialise as the value?  That should do what you need, it's described  in the 73upgrade.pdf around page 38

  • KarenPeacock Employee 1,131 posts since
    Jul 29, 2008

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    2. May 2, 2011 2:17 PM (in response to cmuina)
    Re: Update Response Level

    Hi

     

    If you mean that the escalation points aren't reflecting the change in SLA, then another possibility is that you are not at a status within your process that would enable your new escalation points to start "counting down".

     

    Here is a document that tries to explain this concept http://community.landesk.com/support/docs/DOC-5203 but if you need more specific advise then please do contact your local support team.

     

    Best wishes

    Karen

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