A shifted response deadline can change which tickets are urgent, but it should not overwrite their original arrival times or service commitments. Identify the affected queue, the new target, and any tickets already at risk. Recalculate priorities using impact and urgency, not age alone, and tell owners which cases need action first.
Keep customer-facing promises consistent with the revised plan. If the team cannot meet the new target, escalate capacity or scope rather than quietly closing tickets. Record who approved the change and how exceptions will be handled. Review a sample of rerouted tickets so the revised rule does not bury a serious incident behind routine work.
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