Hello all,
I field up my response agreements like this:
It's quite simple, we have 3 Incidents Urgency, but we also have different calendar type depend of the group. Support group is 24/7 and other groups are working 8am-5pm. Priority 1-3 use 24/7 calandar and priority 4-6 use 8am-5pm calandar. So far so good.
The only problem, is my response level change when I change the Incident Urgency, but not when the current assignment group is changed. So when support change assignment to another group, let say System, the priority stay the same.
I would like that every time current assignment is changed, the response level follow the agreement rule set up in the service level management.
Anyone can help me on this one?
Thank you!