SLA for the re-open tickets is not working right
Dears,Could you help me in the below issue;-
if we have resolved ticket and before the ticket get closed by system the requester has re-open the ticket and the ticket become due even if the ticket have a few hours.
- second case if the ticket closed and the requester has re-open the ticket the new SLA is less than SLA that should given while re-open the ticket......could you help me to know the reason and the solution to fix this problem.
Thanks in advance
if we have resolved ticket and before the ticket get closed by system the requester has re-open the ticket and the ticket become due even if the ticket have a few hours.
- second case if the ticket closed and the requester has re-open the ticket the new SLA is less than SLA that should given while re-open the ticket......could you help me to know the reason and the solution to fix this problem.
Thanks in advance