Stop timer NOT started when Requests are Resolved?

Hi,

I've noticed some Requests go overdue immediately when requestors reply to resolved requests. Even though the Request was put into the resolved status before the due date, users who reply after the due date automatically make the request go overdue.

It seems that the stop timer does not start when Requests are put on hold - is this correct?

I appreciate I can use the settings under the Admin / Self-service portal settings to prevent requestors re-opening Requests with emails, but we like this functionality.

Is my understanding of this correct? Will this functionality by fixed or is there another way around this?

Thanks,
Rich