We are currently using Service Desk for bug reports and depending on the priority, we have configured SLAs:
The thing is that sometimes, an issue can be reported as High but is upgraded to Urgent after the dev. has acknowledged the issue.
When changing the priority, the SLA gets updated and is now showing as breached.
My question to the community is: Do you have the same issue as me? If not, what would be you input on this situation?
Thanks for your input :)
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