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Showing results for tags 'not inside sla'.
Good evening, Since one of the most recent updates, we have noticed that all of our calls where the priority has changed are breaching there origional priority even if on hold. Even calls assigned to priorities with no SLAs are now breaching. We are getting Breach emails aswell as the calls actually breaching. This is going to be a serious problem for our stats. The Below example is of a call that was logged as a R2 (with a SLA) but downgraded to a R99 (Outside SLA). It was downgraded a day before it breached. However it appears it still ran on the R2 timer and breached anyway... We have had quite a few of these happen over the last week Here is a snip of me downgrading the ticket to a R99 (a ticket ourside of SLA as it is a project) Here is it breaching resolution the day after and here is the breach email So clearly they are not downgrading in the background? Hayley.