I currently have a high number of tickets that have the Time to resolution SLA timer running, but they are in a Resolved, or Canceled state, and the Resolution is set. I've tried re-configuring my SLA with various combinations of these triggers, but the tickets continue to have the SLA timer running.
The timer stops most of the time, so I'm wondering what other things I can try to stop the timer for these Resolved or Canceled tickets, or what is causing it to not stop in these instances.
Has anyone else encountered this kind of issue?
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