How Remedyforce due date is calculated if multiple SLA has been applied on the record?

Version 1
    Share:|

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedyforce Service Desk



    QUESTION:

    How Remedyforce due date is calculated if multiple SLA has been applied on the record?


    ANSWER:

    The Due Date calculation will take the Least Date and time. For ex: If Two SLA is applied on the ticket with first having 2 hours and another with 3 hours SLA time, then the due date  calculated  will be for 2 hours.

    Explaination with example –  Suppose there are below  3 SLAs  configured in the Org.
    SLA 1 – 2 hrs – Qualification =>Queue==L1 Support,
    SLA 2 – 3 hrs – Qualification =>Queue==L2 Support,
    SLA 3 – 4 hrs – Qualification =>Queue==L3 Support,

    Step 1- Ticket is created and assigned to Queue = L1 Support.
    Hence, SLA 1 will be applied. 

    Step 2 – Ticket is modified and Queue changed to L2 support.
    Here,SLA 2 will applied.

    Step 3- Ticket is further get modified and Queue changed to L3 support.
    Here,SLA 3 will be applied.

    It might be possible that two SLAs might have same Qualification then SLAs with less date and time will be applied.

    Please note - SLA will be applied only if Qualifications are  met.


    Article Number:

    000156954


    Article Type:

    FAQ/Procedural



      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles