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How to enable SLA (Service Type) downgrade

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Article ID: 53985

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Updated On:

Products

CA Service Desk Manager - Unified Self Service CA Service Management - Service Desk Manager

Issue/Introduction

When the priority of a Request(cr) is downgraded (e.g. from Priority 1 to Priority 2) the service type attached to the request does not change to the service type attached to the downgraded priority by default.

 

Environment

Release:
Component: Service Desk (all releases)

Resolution

Install cr_allow_sla_downgrade option from Administration -> Options Manager.

Note: Requires Service Desk services to be restarted for the changes to take effect.