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Can the date on my Time To Resolution if work was done but ticket closed later.

I resolved my work for my customer Friday. However, I forgot to press Done on my ticket. I'm new to this.  Now my SLA is off by all the weekend hours I wasn't at work. Is there a way to edit my completion date to a time in the past?  Otherwise the ticket isn't true.

1 answer

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Iago Docando Community Leader Apr 08, 2019

You could allways edit the value stored in the database IF YOU REALLY NEED IT but the customer will have already received notifications with a specific date and time so... in case some sort of dispute with the customer might be a real, expectable problem I would simply "eat" the mistake and maybe notify anyone that might need it (like your manager for example), so he or she knows what has really happened.

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