Hi all ,
We have configured SLA calculation in service ticket.We have configured the SLA calculation on the basis of priority , code group catalog and subject.We are currently facing 2 issues which are listed below
- Our default priority is "very high" ,so when we navigate to create service ticket , the priority which is set at that moment is "very high" ,after that we choose particular subject ,against our expectations, SLA doesn't calculate at that instance of time and we get error instead.After selecting priority again from "high" to " very high" , SLA get calculated.Why isn't first time calculation doesn't perform correctly ?
- Secondly , we have configured the action profile and according to the current configuration, employee responsible is getting emails .Now, in our case we have customized workflow and according to the requirement escalated mails should be route to the "pending user" and after bursting TAT ,it's manager (according to Org.unit) should receive email in report form (i.e. All service tickets numbers in which TAT have been burst ).Can you please provide the steps?
Thanks
Sumaira Gopalani