Sometimes an SLA is no longer considered affected by a request. That happens, for example, when the provider that is responsible for the SLA has rejected the request.
In such cases, the provider is still held accountable for meeting the response target of the SLA, but not for its resolution target. To make it easy to identify such requests after drilling down into the list of requests from an SLA report, the text ‘Not affected’ is now displayed in the Completion column.
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Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions
Xurrent earns #1 rankings in customer satisfaction, price vs value, and recommendation index in Research In Action's global ITSM/ESM Vendor Selection Matrix report.
7 Min Read
June 13, 2025
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