I have found the Service level tab, looking at it i get 3 options, bronze, silver or gold. To these options there is some priority and impact calculations tied. I guessed i must be a Service level template of some kind ? But when i looked there were none there. Could this be because the 3 in question are the defaults which comes with the tool, and is there any way to change those, or is it because it is not located in Service level template ?
Hello Michel, i'm not sure what has caused your problem, but i want to try to reproduce it to solve it afterwords. Can you maybe send me the following "Print Previews" (file --> print preview, and them publish):
- The e-mail servicecall template - One servicecall (that has this problem) - The SLA that's related to this call - The service level that belongs to this SLA
Thanks you in advance. It's better to put these files in one ZIP/RAR file.
Mikkel, if I understand you right, you want to know where to change the default SLA's and their priority settings. You can do that under Tools, System, Data, Codes, Service level agreement, Service level, and Service call, Service call Priority duration.