Does the SLA breach stick?

Question

First time asking here in the community.

I just want to understand how the SLA works.

When a ticket has been breached while assigned to person A, and was then resolved but not yet close, then the ticket is reassigned to person B, will person B's SLA stats be affected or the SLA sticks to the original Assignee?

TIA!

Gaurav_0av1h6 · Answer

@Jed Conrad Intalan  Absolutely, the reports, in that case, would not be accurate. The sub-task approach would work, and you can have separate SLAs as well.
Please accept the answer if this helps solve your query else respond and allow others to share input.

Jed Conrad Intalan · Answer

Ahh, I see. But when the SLA is reset, it wouldn't generate an accurate report, right?

I think we'll just create a linked issue to the original ticket instead or maybe a sub-task. Whatever fits.

Thanks for your input @Gaurav

Gaurav_0av1h6 · Answer

Hello @Jed Conrad Intalan

Welcome to the community!!

In this case, the SLA for person B would be affected as when you generate the report the ticket is assigned to person B.

You might want to consider resetting the SLA on reassignment but that would cause the breach to be missed.

This scenario in my opinion would need manual analysis. Do you have too many of such cases?