Hi There,

As per ITIL a call should be moved into Resolved Status and the user should confirm closed status. However I experience a lot of problems with regards to resolving calls.

1. If a user responds after a call has been resolved it reopens the call. In self portal you only have the option of when a call is closed that it cannot be reopened.

2. Time elapsed still counts after the call has been resolved and moves it into breach of SLA, even though the call was resolved before SLA breached.

Please can you assist, perhaps there is something I am doing wrong on my side.