Edit SLA resolve time

Question

Hello

We got a Ticket with a SLA of 2 hours. The ticket was resolved in these 2 hours, but the user forgot to change the status of the ticket.

How can we edit the time to first response? Is there a way to correct this?

Thanks

Greetings
Reto

Dirk Ronsmans · Accepted Answer

Hey @Reto Müller ,

Not with the builtin SLA mechanism.. once an issue is Resolved you cannot re-calculate the SLA timings or change the time manually.

I would suggest to handle this procedural and have the client sign off on the fact that this issue is out of scope of the breach report.