SLA's not linked to priority?
I'm sure that I'm misunderstanding something, but changing the priority of an issue doesn't seem to be changing the Time to Resolution SLA that I have configured. What am I doing wrong?
1 answer
1 accepted
Mark Higgins
Community Leader 
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Hi @Bim Lloyd
You appear to have status = Done as the query, which you should replace with something like:
"Ticket category" = "Incidents"
The SLA would not get past Status = Done, until the ticket was closed, and by then its too late.
Most people have a second set for 'Ticket category" = "Service Requests" so that the Time to resolution can be different for Incidents and Service Requests.
Pls let me know if that's clear?
Cheers
Mark
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.