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Why would SLA work incorrectly if reporter is same as assignee?

Tayyab Bashir
Tayyab Bashir
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August 2, 2017

In Service Desk documentation about Setting up SLAs: Setting up SLAs

At the end of the document in SLA usage it is written that SLA would work incorrectly if reporter is same assignee.


Having the same user assigned to both the reporter and assignee roles may cause your SLA to work incorrectly.

 


Could anyone tell me why is that? 

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Nic Brough -Adaptavist-
Nic Brough -Adaptavist-
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August 2, 2017

Because SLA timers are based on knowing which side of the fence an issue is with - customer or operative.  If they're the same person, the SLA can't track which side it's on.

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