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SLA

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Mohan Dass
Valued Contributor.

SLA

Hi,

we are using SD5.0. We've set the SLA as 48 hours for low priority calls and support hours from Monday to friday 9-6. The SLA and deadline time calculation is correct only when calls are logged through Service pages. BUt when calls are logged manually by service desk the SLA shows up as only 24 hours and this messes up the entire deadline. But the proper Deadline service, SLA and Service level is being pked up by all calls registered. Is there any particular setting that am missing here. Or is tehre any guideline on how to configure SLA on OV
1 REPLY
Mohan Dass
Valued Contributor.

Re: SLA

found the solution