i have it set not to reopn calls and to append with requesters reply, this works fine if the case status is actually closed, but if we select resolved, in this instance we do this when the issue has been resolved but we need the requester to test and confirm, the request then replies to confirm and the case then gets automatically set to open, and the clock restarts again - in most cases this wouldnt be a breach as i would see this, but today we had a priority 1 call which my technician dealt with whilst i was in a meeting, he marked as resolved but a reply came in afterwards, ive now logged on after work to catch up and noticed it had breached, but he actually resolve before the SLA resolution time.  is there a way i can amend this as well as stopping it being reopened in the future please?