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Resolution Missed not updating


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Hi,

We had a ticket that automatically changed the SLA from Normal to High when category was changed. It was resolved before we noticed and therefore breached.

We changed the SLA back to Normal and the resolution time changed, but the ticket is still showing as breached

image.png.9a2652ec13e5c5da7aa34ba23ee15b0d.png

I have tried opening and resolving again after the SLA changed
Also tried opening putting on hold, taking off and resolving. But ticket is still flagged as resolution missed even though it is within the time.

image.png.f13a77a16cd4eeb2c0ea45d70777ff2d.png

Is there any way to force it to recalcuate? If the ticket is cancelled would it no longer flag as 'Breached' ?

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Hi @DanHornbill

Thanks for the post.  Unfortunately its not possible to reset/recalculate the response/resolution flags, when they are marked as met or missed then that value will remain regardless of further changes.

Kind Regards,

Dave.

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