4 Replies Latest reply on Mar 13, 2018 10:55 AM by Mirjam Graus

    Service Request Approval Time - Custom Approvals

    Raviraj Katdare

      We are using BMC Remedy 8.1 and we have a requirement wherein we require to configure a custom approval chain with 2 approval levels 1st Level seeks an approval from say "SupportGroup A" and 2nd Level seeks an approval from say "SupportGroup B". I have created the approval chain and it is getting attached and working correctly as expected. However now when 1st level Approval is triggered the SLA with "Service Request Approval Time" gets attached and starts its clock. The SLA is a miss if 1st level approver takes longer than allowed time as defined in SLA.

      Can we configure separate SLA's against multiple approval levels defined as per custom approval chain in order to check actually which level took how much time?

      Please assist.