Use the following procedure to set a resolution time based on incident priority.

To set resolution time

  1. In the Service Manager console, click Administration.

  2. In the Administration pane, expand Administration, and then click Settings.

  3. In the Settings pane, click Incident Settings.

  4. In the Tasks pane, under Incident Settings, click Properties.

  5. In the Incident Settings dialog box, select Resolution Time.

  6. For each of the priority settings of 1–9, specify the amount of time for incident resolution.

  7. Click OK.

    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

  • 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.