We have a SLA that stops on three status transitions and and a set field Resolution. Wenn manually the ticket is resolved (by transition to the status "Resolved") the resolution time/date is taken over in the same way like the time/date of status transition. When we let set the field "Resolution" by an automation rule before we (manually) transition to "Resolved" the date/time of the status transition is used, notthe from the field "Resolution".
Any ideas for the reason? And how to avoid that respectively how to use the time/date value from "Resolution" field?
