Back to Table of Contents

Assigning an issue when SLA is active

Where you have SLAs in place and you assign a helpdesk issue to an individual or to a team, this dialog will show outlining your options (the choices presented by the dialog will vary depending on whether the target date or priority (or both!) has already been set for the current issue).

In this case a relevant SLA has been found and you can choose to update the prioirty (based on the existing target date) OR update the target date (based on the existing priority).
Choose the preferred option (or None for no changes) to implement the update.

Any changes will be reflected in the event log and the messages that are triggered.

Issue updated and SLA assigned

The issue record and event logs will be updated to reflect the changes, normal update messages will be triggered and the relevant SLA will be identified on the issue record so that it is clear which SLA is in force for this issue.