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Chane resolution date when status is on pending

MichelleLW
Contributor
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Hi there, once a ticket's status is no longer on 'open' (SLA timer off), you can't see the resolution date.

So meaning if I put it on pending (SLA timer off) and a few days passed, it might be overdue, but I can't see it.

You have to open the ticket again to see and change the resolution date.

Is there a way to see and change it while the ticket is NOT on the 'open' status?

Best answer by mahendarsingh

Hi ​@MichelleLW ,

I hope you are doing well :)

I understand that you are curious about resolution date. To simply things for you, 

Note that the SLA runs on SLA on status and pauses on SLA off status. If the ticket is kept of SLA off status then the SLA will not change however if its SLA on status then the timer will start running in.

I have attached a screenshot for your reference,

Feel free to respond to this thread for any queries :)

Thank you

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4 replies

mahendarsingh
Community Manager
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  • mahendarsinghCommunity Manager
  • Community Manager
  • 117 replies
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  • January 3, 2025

Hi ​@MichelleLW ,

I hope you are doing well :)

I understand that you are curious about resolution date. To simply things for you, 

Note that the SLA runs on SLA on status and pauses on SLA off status. If the ticket is kept of SLA off status then the SLA will not change however if its SLA on status then the timer will start running in.

I have attached a screenshot for your reference,

Feel free to respond to this thread for any queries :)

Thank you

Mahendar, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
MichelleLW
Contributor
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  • MichelleLW
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  • 3 replies
  • January 3, 2025

Hi there, thanks for the feedback. I understand how the SLA feature works. I want to know if there is a way to see and change the resolution date on a ticket when the SLA timer is off. 

This is what I see when the ticket is open. I now have the option to change the resolution date.
 


BUT, when the status is on pending, for example, I can’t see or change the resolution date because it’s on a status where the timer is off. I would, however, still like to see and change the resolution date if the status is pending. Is there a way to do this, or is this a viable feature request?

 

 

RobCrossHM
Skilled Expert
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  • RobCrossHM
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  • 99 replies
  • January 6, 2025

I’m not sure I understand the need here.  If the SLA clock is stopped the target resolution date is unknown.  Once the ticket is moved back to an open status, the clock will be ticking again and it’ll be visible.

I'm an experienced FreshDesk Admin, but I don't work for FreshWorks
mahendarsingh
Community Manager
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  • mahendarsinghCommunity Manager
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  • 117 replies
  • January 7, 2025

Hi ​@MichelleLW as ​@RobCrossHM specified do help us with your usecase so that we can help you on the same

Mahendar, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

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