We are using SLA -measurement a lot. After the update (from 11.3.11) to 11.6.3 my testing shows me, that the system doesn’t care of the response-targets.. The resolution-target/time is working
I checked all settings - they are still in the same set, as before the update.
What is missing? Please help.
Regards
Marion
Question
SLA Response ist not measured after update to 11.6.3
I can add this from my test.If the inident is created from AssystNET, then we get the resolution-targets. When I log them from assystWEB, then we loose them. Is this a known bug?
We found the source of the problem:
our ‘incident form’ was customized (since many,many years).
‘Response awaited’’ has had an alias name und was hidden.
With deleting the alias and making it visible again, then the configuration is working as before: Resolution time target & ‘Callback required’ is set as expected.
Conclusion: we have to take care for all hidden things.
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