SLA time should stop while a request is closed
When a request is closed the SLA time still continues. If that job gets re-opened after the original request due-date the request violates its SLA immediately. This gives the technician no chance to respond or react to the re-opened request (even if it is a simple thankyou email).
Surely the closed status for a request should be a stop timer status? I can't see how it could work fairly to both requester AND technician any other way.
Cheers,
Lew
Surely the closed status for a request should be a stop timer status? I can't see how it could work fairly to both requester AND technician any other way.
Cheers,
Lew