Re: CALL Service Level attribute not updated

Hi Carlos,

You could also look at your Response Level matrix...  If your implicit guaranteed response time is changing when you assign to this secondary support group, then perhaps you should include a set of Response Levels specifically for them.

1. I would look at adding the Incident's current assigned group to your Response Level matrix attributes
2. Create another set of response levels, indicated by assignment to this group, and associate it with their specific SLAs that you have setup
3. Let everything else work as it normally would.

-Brian