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

Tayyab Bashir
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
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? 

1 answer

1 accepted

0 votes
Answer accepted
Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
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.

Suggest an answer

Log in or Sign up to answer