Use the following procedure to set a resolution time based on incident priority.
To set resolution time
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In the Service Manager console, click Administration.
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In the Administration pane, expand Administration, and then click Settings.
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In the Settings pane, click Incident Settings.
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In the Tasks pane, under Incident Settings, click Properties.
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In the Incident Settings dialog box, select Resolution Time.
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For each of the priority settings of 1–9, specify the amount of time for incident resolution.
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Click OK.
Note In this release, you must close and then open the Service Manager console before resolutions times are applied to an incident.
To validate resolution time
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When you create a new incident or edit an existing one, the resulting resolution times for an incident matches the values that are defined in the preceding procedures.