Hi Everyone

I want to use only Overall SLA to calculate the whole process, even with or without reassignment, without dealing with OLA at all. (need SLA only one level)

Say easier, I need to use SLA status shown in the ticket working page to reflect the Overall SLA status, rather than OLA status.

I want to know if SD7 MR2 and 7.1 have solution to do this?

The thing is, when I choose to use only OLA and set overall SLA to be very far, it works if no reassignment. But when the incident is reassigned to another group, OLA is recalculated. (I don't want it to be recalculated)

I tried many things such as

- Changing Overall SLA and Current SLA in SD.DataServices to be equal

- In Initial Diagnosis Workflow dialog -> Event Configuration Tab -> Escalation Configuration, in every escalation model, I try to modify by adding components to copy content from Incident.SLA.OverallSLALateDate into Incident.SLA.CurrentSLALateDate, and doing the same way with Warn Date.

Nothing works!!!

Anybody please help me...