ServiceDesk

We are still new to ServiceDesk and would like some ideas/suggestions on how to handle extended incidents.

We are entering incidents that won't be resolved for several months and this impacts our report - incidents exceeding our SLA.

Thank you for your suggestions

In the ServiceDesk Application Property settings, there is a flag called AllowAutoEscalation. You can set this to false to automatically turn off the "timeout date" for all Tickets that are created in ServiceDesk. This means that "even if SLA warn date arrives, this task will not auto escalate."

NOTE: To edit this setting, in the Process Manager portal, go to Admin -> Data -> Application Properties -> then click on the appropriate Application Properties Profile.

Thank you very much. I have made the modification you suggested.

Thank you

You're welcome! Glad to help out!