Teleservice - EBS (MOSC)

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Reset SLA in SRs

Hello,

I am looking for a way to have the SLA dates ("expected resolution date" and potentially "expected response date") automatically recalculated whenever an SR gets re-assigned to another group.

At the moment, we are using one umbrella coverate template (driven by the "Service : Default Coverage for SLA" profile option), with various business processes (assigned to SR types), each one having a set of response and resolution times attached to it, for severities = Critical, High, Medium and Low.

Since each group have their own SLA policy, it would make sense to reset the clock whenever an SR gets passed to a different group, so that each team can be measured accurately.

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