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?
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.
It looks like you're new here. Sign in or register to get started.
