Good afternoon,

If a ticket is set to status Resolved by the technician, this will stop the timer for the SLA, correct? If the technician skips the Resolved status and sets the request directly to Closed, does that also stop the timer for the SLA? If the technician sets the request to Closed, and then the requester reopens the ticket, does the timer start again as if the call has been on hold, or does it count the time that the request was closed against the SLA? For example, if the SLA for resolution is 3 days. The call comes in on Monday, and is closed on Tuesday, so within the SLA; the requester reopens the call on Friday. Has the SLA been violated even though it is still only the second day of working on it, because three days have passed since the original request was opened?

Please let me know if my questions are unclear!

Diana