We updated our SLAs in May and moved an number of open and closed issues off of old SLAs. What has become apparent is that the SLA calculation is now skewed and cannot be recalculated on open or closed issues to put the data right.
An example is a P2 issue raised and closed in 2014 (success on both response and resolution at that time) is showing as a resolution breach in our May 2019 data.
There needs to be a way to fix this kind of situation, otherwise we have to spend a lot of time reviewing all of the breaches and justifying when they are not real.. and our client has to do the same before they can agree the 'actual' numbers..
Please help
