How to change SLA stage manually?

[SK36]

Hi,

My SLA is currently showing "in progress" even though the ticket got cancelled. because I forgot to give the cancel condition. 

Now I added cancel condition, but still the ticket's SLA remains in "in progress" stage. How to change it manually?

because, it is showing in my dashboard even though the ticket got cancelled.

Can anyone help me in this?

[Basheer]

Hi @SK36 ,

You can navigate to task_sla and figure out the sla and from there you can change it manually.

[SK36]

Hi Basheer,

Thanks for the response.

In my case, it is not worked. When I try to change the stage, I'm getting this

"Security prevents writing to this field".

Any alternative solution?

[Basheer]

The message which you are getting is due to ACL restrictions. It seems you dont have the required roles to change the SLA states.

Either you need to have proper roles or edit the ACL to modify the stage.

[JordyZ]

Hi @SK36 ,

Have you found a solution for this? I have the same issue.