Lee C Posted April 16 Share Posted April 16 Hi All Bit stuck on this one, doing SLA reporting and none are showing if they are breached or passed SLA, its just coming out SLA blank currently when a ticket is marked as resolved it literally stays like below, what nodes would i use on the workflow to make these tickets show if SLA was passed or not? Fulfilment part of workflow is on 2nd screenshot, i feel whats happening is the resolution target is being paused and doesnt complete until it auto closes after 5 days or the end user closes it, i need this to show resolution complete when an analyst marks the ticket as resolved if possible? Link to comment Share on other sites More sharing options...
Lee C Posted April 16 Author Share Posted April 16 @Albina Bardhi @Steve Giller Sorry to tag you in on this just a bit stuck, any advice how to resolve this? I guess in theory what i want is where it has " response completed " i want it to show " resolution time completed " as soon as an analyst marks it as resolved. Link to comment Share on other sites More sharing options...
Lee C Posted April 16 Author Share Posted April 16 ah think i resolved it, the app setting for pause and stop resolution timer on resolved were overriding the workflow 1 Link to comment Share on other sites More sharing options...
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