Skip to main content
Question

SLA resolution time metric still running after ticket is resolved.

  • Feb 12, 2026 7:11 PM UTC
  • 3 replies
  • 80 views
Forum|alt.badge.img+2

We have discovered an issue where we found that the resolution timer is still running after a ticket has been resolved and we aren’t sure why. SLAs were working fine when we first implemented them a few weeks ago but now it looks like all the resolution timers are still running for days after the ticket has been resolved. Any help would be appreciated!

-Travis M.

    3 replies

    Forum|alt.badge.img

    Hey ​@TMcGiboney 9633120 newton If you have an admin account, I would suggest sending in a support ticket for this issue to be further investigated. Please include any additional details.
    Introducing the iiQ Support Bot!

      Erica
      Contributor
      Forum|alt.badge.img+10
      • Erica
      • Contributor
      • Feb 18, 2026 6:16 PM UTC

      ​@TMcGiboney 9633120 newton this happened to us and I realized that we needed to add the Filter for Ticket State - Open in the Resolution Time for each metric. Hopefully you got it figured out!

        Kathryn Carter
        Forum|alt.badge.img+18

        ​@TMcGiboney 9633120 newton Just wanted to follow up on this thread to see if your question was resolved! 

        Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
        Terms & ConditionsAccessibility statement
        Incident IQ logo

        Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

        Corporate Headquarters:
        750 Glenwood Ave SE, Suite 320
        Atlanta, GA 30316