Jump to content

Resolution Times Not Changing

Logan Graham

Recommended Posts

Hi All,

Hoping you can help, I might just be missing something but it seems that if a ticket is raised by mistake as say a P1 with the response time of a day if we then correct this manually using the "escalate" action to a P3 with a resolution of 3 days, it does not change the resolution time. 

Any ideas on this?


Logan G

Link to comment
Share on other sites

@Logan Graham by default a change in priority will not automatically calculate the service level target for the request. However if you enable the following setting:



Then your service level rules will be automatically re-evaluated, and if a different rule is then met because the priority of the request was one of our rule conditions,  the service level target will change, there is a fair few things to consider with this, and this wiki page should be a good starting point.


  • Thanks 1
Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Create New...