Hello,
Checking the SLA breached in my portal, I see that the application only takes in account the first priority given in the ticket. I explain my self better. For a first reponse, I have defined that only for the tickets with highest priority the first response must be in the first hour.
However, if a user open a new ticket with the highest priority but then the support team changes the priority to a lower one, for example medium, the SLA still counts as the higuest.
In the following example you can see that the ticket has medium priority but still counts as a highest priority, this is a problem for us because we change if its neccesary the priority that the final customers defines in a first moment, but the SLA is running...
Can you please tell me if I am doing something wrong?
