We use task timers to track SLA performance (first response and resolution times) for service tickets. When tickets are entered late or incorrectly, it skews our reporting and impacts dashboard accuracy and could negatively impact client retention.
We’d like the ability to adjust timer data to enter negative time to correct these situations. Ex -00:15 - meaning we missed our SLA by 15min.
This would ensure our SLA metrics accurately reflect actual performance rather than timing errors. Admin-only controls or audit tracking would work well.
thanks!!