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The ticket didn't go into the proper status and was flagged out of SLA even though the ticket was resolved. Is it possible to update that?
Hi @Deja Tatewelcome to the Atlassian community!
I'm afraid you can't modify the updated time of an issue.
In one of my previous project we dealt this by adding a label to the issue. Something like exclude-sla.
In the SLA settings we used a different timer for issues with this label. It's not ideal but if anyone asks why certain issues have a different SLA level you can always refer to the label and explain what happened.