Re-Opened Requests and SLA resolution time
Ok,
I have searched online and haven't found any posts or roadmap regarding this issue.
Today I had a technician who had previously closed a request well within the SLA resolution time. A few days later the user replied to the closed email and the job was automatically reopened.
Now the issue is that the SLA was immediately violated instead of the SLA time continuing. Surely the SLA time should re-commence as per the "stop timer' statuses, i.e. OnHold, Awaiting External Support etc..., not just continue ticking even if the job has been closed?
The result of this is that any user can intently or accidently cause an SLA violation by simply replying (i.e. thankyou emails) to the notification emails, even if the request has been closed for days.
We have put a DO NOT REPLY notice in the closed email notification to try and minimise the impact of this.
Is this a known bug? Has anyone come across this and managed a work around?
Cheers,
Lew
I have searched online and haven't found any posts or roadmap regarding this issue.
Today I had a technician who had previously closed a request well within the SLA resolution time. A few days later the user replied to the closed email and the job was automatically reopened.
Now the issue is that the SLA was immediately violated instead of the SLA time continuing. Surely the SLA time should re-commence as per the "stop timer' statuses, i.e. OnHold, Awaiting External Support etc..., not just continue ticking even if the job has been closed?
The result of this is that any user can intently or accidently cause an SLA violation by simply replying (i.e. thankyou emails) to the notification emails, even if the request has been closed for days.
We have put a DO NOT REPLY notice in the closed email notification to try and minimise the impact of this.
Is this a known bug? Has anyone come across this and managed a work around?
Cheers,
Lew