Whats the expected outcome of setting a resolution and resolved date with SLAs

Question

Context: For JSD issues with no resolution or resolved date, we retroactively bulk added the resolution date and resolution state.

Current Issue: When the resolution date was retroactively set the SLAs were updated to the date updated instead of the actual resolution date. The resolution date is correctly set to a past date according to the status category change date.

Open Question: How can we trigger SLAs to be accurate to the retroactively set resolution date?

Lisa Schachtschneider · Answer

Agreed but common in our instance since there hasn't been an admin to set standards!

Now we're cleaning it up and finding gaps.

Suzi Firth · Answer

Hi @Lisa Schachtschneider

This seems like poor practice that assignees aren't setting the resolution status when they actually resolve the ticket.

Regardless, If the status category change date that you mention is the actual resolution date, then this should be the Condition for "Finish counting time when..."

Suzi