Why are SLAs still breached after changing the priority?

Question

Why does the SLA still show breached after I lowered a ticket's priority?

Answer

Once a target is missed, it remains breached despite subsequent modifications that would prevent the breach. For instance, if a ticket misses the 1 hour first reply SLA for high priority, downgrading it to low priority with a 24 hour target will not retroactively fix the breach, even if within the new deadline.

For more information, see these articles:

Defining SLA policies

How can I troubleshoot common SLA issues?

Note: Live chat conversations support reply time SLAs. Admins can set up First and Next reply time SLAs for live chat.