We're running Service Desk 2016. At some point in the last few months the configuration for one of our Response Levels stopped working. Tickets assigned to this Response Level do not have a breach counter. They used to. A few months ago I restored the live database to our test system and the test system still works. This indicates to me that my live database has a corruption that caused the issue.
If I build a new Response Level and Escalation Point it will work. However, I can not delete the broken one becuase we have records that have used it before. This results in confusion because we now have two Response Levels set to high.
The question is... Can I fix my database to restore the original Repsonse Level?
If I can't do that, how do I delete or hide the old one so I can put a new one in place?
