Backdate a resolve time

[chriscorcoran]

is it possible to back date a ressolve time. We resolved something last Friday and I need to reflect that as I forgot to hit resolve. The problem is we are under contract with the customer and the report will reflect it todays date.

 

 

[James Ainsworth]

Hi Chris,

There is no option to change the resolution date.  I think that this may go deeper than just having an option that allows this to be changed.  It would be too easy to give oneself a perfect record. 

What do you think about having a workflow as part of a resolution or closure stage that initiates a review on requests that missed their targets.  As part of this review you could flag any requests that where mistakenly marked as breached.  This could even include some form of communication with the customer to come to an agreement if the target was actually met.

Also, what do you have for your escalation notifications?  If you are under contract you may want to make sure that the appropriate people are communicated to as the target times approach.