Why SLAs Breach After Priority Change
Why are SLAs still breached after changing the ticket priority?
Once an SLA target is missed, it remains breached even if you change the ticket's priority. For example, if a ticket misses the 1-hour first reply SLA for high priority, downgrading it to low priority with a 24-hour target will not retroactively fix the breach, even if it is now within the new deadline.
This is because SLA breaches are recorded at the time of the missed target, and changing the priority does not alter past events. To learn more about SLA policies and troubleshooting, you can refer to theoriginal Zendesk article.
More related questions
Can a proactive ticket by an agent trigger an SLA?
Yes, a proactive ticket created by an agent can trigger an SLA. SLAs are applied based on the conditions set in your SLA policies, which can include tickets created proactively by agents. It's important to ensure that your SLA policies are…
Can SLAs be applied to resolved ticket statuses?
SLAs are typically not applied to tickets in a resolved status. SLAs are designed to measure the time taken to respond to or resolve tickets, so once a ticket is marked as resolved, the SLA is no longer applicable. If you need to track metrics on…
Why is the SLA not activated in ticket events?
If an SLA is not activated in ticket events, it could be due to several reasons, such as incorrect SLA policy settings or conditions not being met. Ensure that your SLA policies are correctly configured and that the ticket meets all the conditions…
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