How to enable SLA (Service Type) downgrade

Document ID : KB000053985
Last Modified Date : 14/02/2018
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Description:

When the priority of a Request(cr) is downgraded (e.g. from Priority 1 to Priority 2) the service type attached to the request does not change to the service type attached to the downgraded priority by default.

Solution:

Install cr_allow_sla_downgrade option from Administration -> Options Manager.

Note: Requires Service Desk services to be restarted for the changes to take effect.