Impact of Reducing IRT SLA on Done Tickets

Abhishek Mohite

Hi Team,

 

Please help to confirm the impact of reducing the IRT SLA on Done Ticket 

IRT (Initial Reaction Time) Time to first Response Time

We need to reduce the IRT SLA time for a customer from 2 hours to 1 hours 

Will this have any impact tickets which are in Status Done or Closed 

Or this will only Affect Future Tickets 

Any Feedback / guidance will be appreciated 

Thanks

 

Dirk Ronsmans

@Abhishek Mohite ,

items where the SLA has already finished counting will not be recalculated.

Only the items where the SLA needs to start/is running will be impacted.