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Time to resolution date is inaccurate after setting the resolution and resolved date accurately
Edited
Original Problem: The postfunction to set the resolution was not in place, so we had to do a CSV import to set the resolution date according to the Status Category Change date, since the Closed/Canceled status (and date) was accurate.
Outcome of the CSV import: The resolution and resolved date were set to a day in the past, which is accurate.
New problem: The SLAs were breeched and the Time to resolution captured the date of the bulk change instead of the resolved date.
Update taken to remediate:
- Adding a new transition for closed status categories (Closed and Canceled) to clear resolution (if triggered) via bulk change.
- Outcome: No change to SLAs, remain breeched and set to the date of the CSV import change
How can you reset the SLA calculation to be triggered on the bulk adding of the resolution and resolved date?
1 answer
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