Forum Discussion

Daedalus1's avatar
Daedalus1
New Member
10 years ago

Erroneous Resolution Timers

I know you can set Incident Priority and Resolution Timers, has anyone else come across a log being raised and instead of the resolution date being + (x amount of hours) the date is set as – (x amount of hours), therefore making the target closure for this impossible to achieve and the SLA was always going to breach? How can you make sure this does not happen?

 

Also with regards to putting SLA on hold, is there a way for the timer to only apply to certain assignees as I have noticed that even when put the SLA on hold, and/or reassign the log for another team to pick up, as soon as take hold off, the timer doesn’t actually continue where it was last left off. Any suggestions appreciated, I could be missing something obvious.

 

Thank you

Question
  • Bcshay's avatar
    Bcshay
    Active Contributor
    10 years ago
    Interesting. I've actually never tested the timers for accuracy. Once stopped it should start where it left off. If that's not the case than SLA(s) are not being adhered to.