Checking the SLA breached in my portal, I see that the application only takes in account the first priority given in the ticket. I explain my self better. For a first reponse, I have defined that only for the tickets with highest priority the first response must be in the first hour.
However, if a user open a new ticket with the highest priority but then the support team changes the priority to a lower one, for example medium, the SLA still counts as the higuest.
In the following example you can see that the ticket has medium priority but still counts as a highest priority, this is a problem for us because we change if its neccesary the priority that the final customers defines in a first moment, but the SLA is running...
Can you please tell me if I am doing something wrong?
Hello @Lleego Support,
Thank you for reaching out to Atlassian Community!
I saw that you created a ticket with our support related to the same issue and it was already resolved.
The issue was related to missing braces to filter correctly the issue types:
(issuetype = "Report a bug" OR issuetype = Bug) AND priority = Medium
I’m sharing this information here in case other community members face the same issue.
Hi everyone - in case you haven’t heard, we’re hosting the show of the century on November 10th: High Velocity: ITSM World Tour. This virtual, concert-themed experience...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events