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Request on ca sdm

Question asked by La-Qa on Aug 14, 2017
Latest reply on Aug 15, 2017 by Brian_Mathato

Hello Team


Currently what is available in our sdm tool is.


1.Request assigned to an analyst count against the analyst even if the analyst requesting for an information from the user and the user is taking time to respond


what is expected to be

Ability to move pending requests to the users queue and it counts against the user pending when the users revert with the information


2.Incidents Logged and assigned shows an opendate time and closedate time


what is expected to be

Incdent logged and assigned should show opendate time, closedate time and date time that request will violate based on the priority chosen



please advise on it how it can achieved.