Can this report be configured to report on 'Resolved' tickets rather than 'Closed'?
@Jason CorbettYes you can in the SLA configuration for this project(JSD project)
Best!
Can you clarify where within the project that this can be set?
It is not the actual SLA itself that is the issue, currently the report measures SLA only when a ticket is closed, I want to measure it on resolved.
In the Agent view, the SLA is configured to measure on Resolved.
@Jason CorbettIf this is case then you need to modify work-flow, add the Resolve status.
The resolve status is already in the workflow.
It is the report that seems to be focusing on the Closed status.
Is there a way to change the reporting?
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