paul 5 Laps

Due date not showing

Working on it
in ServiceDesk Plus  •  General  •  19 Jun, 04:17 AM
Hi,

I don't see any due dates in my request lists.  Ive set up the SLA's but not sure if I need to set up anything else?

Please advise

Regards

Replies (5)

paul 5 Laps

Re: Due date not showing

19 Jun, 04:57 AM
I really don't get how this works.... I've set up a business rule: when the "to" = something@emailaddress.com, perform these actions - set priority to Std SLA 1  

This does nothing!!!!!  What do I need to do to make this do the most basic task of assigning a priority?  Surely this should be a simple and obvious process.....???? :)
paul 5 Laps

Re: Due date not showing

19 Jun, 07:47 AM
I wonder if I'm misunderstanding how a ticket is prioritized.... I'm assuming if I only have one priority and one sla, any requests that come in for my one site should be assigned that priority and sla.  Is that the case???

Thanks in advance!
Dinesh Bhaskaran Product Expert-SDP

Re: Due date not showing

20 Jun, 12:20 AM
Hi Paul,

Good day!

Priority for a request can be set in various ways (Business Rules, Priority Matrix, Manual process, Field & Form rules and it can be set in the request template too). Can you please send us the screenshots mentioned below,

1. Business Rules you have set up.
2. SLA configuration page.
3. Request details page (one to which SLA is not applied).

You can also find more information about Service Level Agreements and Business Rules from the below links,


paul 5 Laps

Re: Due date not showing

20 Jun, 12:54 AM
Hi Dinesh,

Do you have an email address I can send the screenshots?  I cannot attach the word doc I have created.

Regards
paul 5 Laps

Re: Due date not showing

20 Jun, 04:06 AM
I spoke with one of your colleagues and it seems to be ok now.  

Thanks for you help