Hello, SNow friends!
I have a challenge that I haven't seen addressed in any other posts here.
In my account, incidents are automatically closed 5 days after they are resolved. While the SLA tasks are completed as usual upon the incident's closure, my SLA calculations rely on the resolution date of the incident, which is only valid if the incident status is marked as "closed."
Is there a way for me to collect indicators for these incident SLA metrics on a daily basis? I need to use the "resolve date" as my date field, but I want to ensure that I'm only collecting data when the incident is marked as closed.
I'm struggling to find a solution to retroactively record the SLA scores on the resolution date, even though I'm really gathering the data on the closure date.
For example: if an incident is closed today (5th October), the indicator score date must be 30th September (the resolution day).
