Request Due Date
Hi,
Does anyone know why when amending the due date on a request that has failed SLA to after the original due date, it doesn't remove the SLA failure flag from the request?
Quite often there are genuine reasons for wanting to change a request from an SLA fail to a pass, such as when a user reopens a call by responding to their Request Resolved email with "Thanks", which blows the SLA time. Is there any way to rescue a genuine SLA pass that the system has marked as a fail?
Thanks,
Paul.
Does anyone know why when amending the due date on a request that has failed SLA to after the original due date, it doesn't remove the SLA failure flag from the request?
Quite often there are genuine reasons for wanting to change a request from an SLA fail to a pass, such as when a user reopens a call by responding to their Request Resolved email with "Thanks", which blows the SLA time. Is there any way to rescue a genuine SLA pass that the system has marked as a fail?
Thanks,
Paul.