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I am having an issue with SLAs, where if the Success Criteria is true before the SLA starts, it does not seem to realize that the SLA criteria has been met. To be more specific, the situation is that a Service case is created for the wrong customer, the "First Response Sent" is then completed (in our case, this is based on making contact with the customer). When the user then updates the case to be for the correct customer, the correct SLA gets reapplied to the case. However, it does not seem to recognize that the Success Criteria has already been met, so the SLA timer keeps counting down and it eventually fails.
Has anyone else seen this behavior and do you have a solution?
SLA Setup is as follows:
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