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?
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.