Hi all, I have a problem in the deadline calculation. I have Service Desk 4.5 with Service Pack 20.
In the service level (Bronze 8x5), I have defined: Support Hours Monday-Friday 9:00-18:00; Impact vs Priority: None-None Low ( 1 person affected) - Low Medium (Group / Unit affected) - Medium High (Department affected) - High Top (Site / Organization affected) - Top.
Then, I have configured Max.Duration for service call: Top - 1hour; High - 4 hours; Medium - 24 hours; Low - 72 hours.
for example if my call logged at 22/02/2007 14:30:00 With Priority High. the deadline is setted to 22/02/2007 18:30:00. The right deadline should be setted to 23/02/2007 09:30:00.