Impact of Reducing IRT SLA on Done Tickets

Hi Team,

Please help to confirm the impact of reducing the IRT SLA on Done Ticket

IRT (Initial Reaction Time) Time to first Response Time

We need to reduce the IRT SLA time for a customer from 2 hours to 1 hours

Will this have any impact tickets which are in Status Done or Closed

Or this will only Affect Future Tickets

Any Feedback / guidance will be appreciated

Thanks

1 answer

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Answer accepted

@Abhishek Mohite ,

items where the SLA has already finished counting will not be recalculated.

Only the items where the SLA needs to start/is running will be impacted.

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Hi @Dirk Ronsmans

Thankyou very much for the confirmation.

Appreciate your help and guidance on this issue.

Thanks

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Impact of Reducing IRT SLA on Done Tickets

1 answer

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