SLA's not linked to priority?

[Bim Lloyd]

I'm sure that I'm misunderstanding something, but changing the priority of an issue doesn't seem to be changing the Time to Resolution SLA that I have configured. What am I doing wrong?

[Mark Higgins · Accepted solution]

Hi @Bim Lloyd 

You appear to have status = Done as the query, which you should replace with something like:

"Ticket category" = "Incidents"

The SLA would not get past Status = Done, until the ticket was closed, and by then its too late.

Most people have a second set for 'Ticket category" = "Service Requests" so that the Time to resolution can be different for Incidents and Service Requests.

Pls let me know if that's clear?

Cheers

Mark

[Bim Lloyd]

@Mark Higgins Ahhh yes, that was it! I knew I was missing something obvious. Thank you!