Hi,
I wonder if anyone can help. A frustrating issue has came up which I have tried to troubleshoot for a couple of days with not any luck. Quite simply when the 'Resolve By KPI' fails it does not automatically update the 'SLA KPI Instance' status to noncompliant. It does it automatically for 'First Response By KPI' but not for this. I have tried adding steps to the the SLA item itself to update the status but that does not work. Something is missing here I just do not know what. Below picture is the SLA item. Thanks in advance.
