Is there a way to attach SLAs to incidents that are marked Resolved on first contact?

LMHoffman
Kilo Expert

We're wanting to track all incidents for whether SLA was met.

When techs create an incident and mark it resolved without saving first, the SLA is not attached, and hence not measured in reporting.

Is there a way to have the appropriate SLA attach to an incident when it's being created/resolved in the same instant?

5 REPLIES 5

I agree to it,If people agree to pause the SLA when ticket is resolved.I had a tough time convincing this approach   as we had have SLA report on resolved incidents and I went with forcing to submit the record.