time to resolution - issue solved by phone but SLA not met

Question

Consider I can solve a problem within SLA parameters (so I'm in time) but I can't access to dashboard in real time (i.e. solved by phone driving in car).

As soon as is possible, I set solved status on ticket but the time registered put my work late referring the SLA value.

Is there any way to amend the value of resolution time or to avoid this mismatch between real solution time and registered solution time in platform?

Marco_Artioli · Answer

I found that a method should be to export csv, modify it with my desired fields and finally import it.

I see where I can import CSV but I'm not able to find how to export CSV or how to enable this feature

Tessa Tuteleers · Answer

Hi @Marco_Artioli ,

being able to manually change the resolution date (or other trigger) that the SLA reflects on would defeat the entire purpose of the SLA. 
An action is a trigger, so a belated action will trigger the SLA late. Being able to override this would make you able to put every SLA on "met", making them hugely unreliable.

You might want to look into the mobile app. Please don't use it while driving however :D

If your SLA is so strict it can't wait until the end of your drive and you can update the issue on mobile, you should look into the strictness of your SLA, or park on the side of the road to update.

- Tessa

Jack Brickey · Answer

I see. In this case you are in effect saying "I solved this issue with the customer via phone call but did not update the issue. How can I resolve the issue and pre-date the date/time of resolution?"

there is another post discussing this but there isn't a way to edit the resolution date in the app. There is a suggested workaround to use CSV import to update the field. If this isn't a frequent issue then this may be acceptable. You will also note that there is, there is an open suggestion that you may want to vote/watch.