Hi,
We are trying to setup our SLA rules and notifications. In the case of a low priority ticket that fails its SLA rule, we want to re-prioritize the ticket to a normal priority. However, when we do that, the SLA is also changes to the Normal priority SLA and it shows that the ticket is not failing the SLA. From a performance reporting perspective, the ticket failed the SLA when it didn't meet the low priority SLA, Is it possible to re-prioritize the ticket without changing the SLA violation?
We are trying to setup our SLA rules and notifications. In the case of a low priority ticket that fails its SLA rule, we want to re-prioritize the ticket to a normal priority. However, when we do that, the SLA is also changes to the Normal priority SLA and it shows that the ticket is not failing the SLA. From a performance reporting perspective, the ticket failed the SLA when it didn't meet the low priority SLA, Is it possible to re-prioritize the ticket without changing the SLA violation?
Thanks in advance,
Shawn