i have created a custom desk and have set the goal based on Severity.
i want to configure ticket change procedure for the goal to be assigned
as per the new Severity.
eg. New Ticket Goal as per Severity.
Sev1 - 2 hrs
Sev2 - 4 hrs
Sev3 - 8 hrs
Sev4 - 24 hrs
Now, if i create a new incident of Sev1 and after some time change
the severity of the incident to Sev3 it should change the goal time of
incident to 8 hours from ticket creation date and time. When i change
the severity of incident the goal time jumps to 15-20 days ahead. :(
When an new incident is created the goal for each Severity works perfect.
i'm not good with SQL however managed to get a command to do so. still no success.
Attached is the snapshot of the Ticket Change & Sub-Procedure.
Kindly advice me if the procedure has been designed correctly.