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When a user opens a ticket and gets assigned, corresponding SLAs are getting attached to the ticket. If the ticket parameters get changed and as per that SLA is changed, the "Time to resolve" is currently being calculated as opening date of ticket, plus the maximum time of the updated SLA.
However, we want the "Time to resolve" to be calculated as when the updated SLA was attached instead of opening date of ticket, plus the maximum time of the updated SLA.
Is there any way we can achieve this via configuration? Any help would be appreciated.
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