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Service Ticket SLA Duration produces negative value

Mar 21, 2017 at 09:16 AM

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Hi experts,

In our CRM ITSM Service ticket, we have an issue where the Duration in assignment tab Processing Times has negative value. We observed that system should have calculated a Service Ticket with increased duration from the time it's open until the ticket is closed.

However for certain cases such as 'Reassignment' (dispatch ticket to other service team), from Service team with lower SLA time to Service Team with higher SLA time, the duration changed to negative value.

What has to be evaluate in this issue? Would you please help

Thanks and regards,

Thahir

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