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SD 4.5 Service Level problem

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Hemul
Super Contributor.

SD 4.5 Service Level problem

Hello All,
I have SD 4.5 Sp 20.
I have a problem with SLA in SC.
I have define SLA for Service with Service Level Gold9x5, i think that is standard one, but in Service Level Agreement view, I see other one Service Level with different hours and so, When i choose Service in Service call then SLA applies, but Support hours of Service level is Incorrect and Dead Line calculate incorrect Instead 9x5 - Other one, see attached file below ....
Sorry for my English .. :-)
3 REPLIES
Vasily Kamenev
Acclaimed Contributor.
Solution

Re: SD 4.5 Service Level problem

Hi
If you have not correct deadline calculation, then look on account TZ is it correctly set? check the SL - is have the time periods(Support hours) by 9h? views - this is the old problem.

Vasily
Michael Gregor
Outstanding Contributor.

Re: SD 4.5 Service Level problem

Hi!

I can't see any attachments, but I think you could have problems with weighting of Service Levels. Be aware that the weight field is not visible by default, you have to add it to the view and form of Service Level in Tools/System/Presentation/Forms/Codes/Service Level.

Hope this helps.

Michael
Hemul
Super Contributor.

Re: SD 4.5 Service Level problem

Thanks, Problem is solved with TZ account settings