How to enable SLA (Service Type) downgrade

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.