I'm on the Enterprise plan and have different SLA's first reply time and resolution time metrics based on a ticket's priority. We often find tickets that come in that we first assess as High, but there are many cases where we can lower the priority down to Normal. However, in those cases the resolution time has already been breached and this goes into the Normal SLA breach metrics/reporting.
My question is how can we reset a ticket's SLA targets retroactively based on its priority? If its breaches were while in another priority, how can we reflect that properly in Explore?
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