SLAs dataset showing a different policy

5 Commentaires

  • christopher.stock
    Community Moderator

    Hi Alberto Gugel, has the new SLA policy been applied to the ticket? You should be able to check this by switching the ticket to the 'Events' view.

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  • Alberto Gugel

    Yes, it has been applied.

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  • christopher.stock
    Community Moderator

    Thanks for confirming Alberto. Is the issue that only the old policy is showing against the ticket in Explore, or that both the old and the new policy are showing? If it's the latter then I believe this is normal behaviour, so that you can see how a ticket has performed against all policies that have been applied to it.

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  • Alberto Gugel

    No, we keep seeing only the old one for both of the metrics. 

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  • christopher.stock
    Community Moderator

    Hi Alberto, in that case it sounds like there's an issue. I suggest contacting support to clear up the problem.

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