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This may be a very silly question, but I've been having a discussion with a colleague over the SLA calculation of percentage met.
My understanding is as follows: Once an issue has breached it's SLA, it counts as a breached ticket every day until it is resolved (SLA paused w/ SLA end at close), regardless of status changes.
Tix-1 - In Progress no breach on Oct 1, 2023, Resolved on Oct 1, 2023.
Tix 2 - Waiting for Customer no breach on Oct 1, 2023, Customer response, resolved on Oct 2, 2034.
Tix 3 - Waiting for Customer w/ breach on Oct 1, 2023, the customer responded on Oct 4, 2023. And, the ticket was resolved on Oct 5, 2023.
Assuming no other tickets are added to the system
Oct 1 = 1 breach (Tix-3)
Oct 2 = 1 breach (Tix-3)
Oct 3 = 1 breach (Tix-3)
Oct 4 = 1 breach (Tix-3)
Oct 5 = 1 breach (Tix-3)
Oct 6 = 0 breach
Is this correct?
Statuses like 'Waiting for customer' should pause the SLA time to resolution.
The SLA counter stops once a resolution is set to an issue (regardless of the status).
(and it should restart if a ticket is re-opened, so the cycle starts again because the issue doesn't seem to be resolved when it's re-opened)