Add Resolved Time to SLA (Due Date Configuration-Driven)
working on it
S
Samir Desai
Introduce a new due date calculation option to exclude time spent in the Resolved state. When enabled, the due date clock will stop once the work item is marked as Resolved and resume only if the item is reopened.
This is an opt-in configuration under the due date method. No historical data will be recalculated, and the change will apply only to work items created after the configuration is enabled.
Sandana Thevar
marked this post as
working on it
Sandana Thevar
marked this post as
in the pipeline
Sandana Thevar
marked this post as
working on it
Kamal Saran
marked this post as
in the pipeline
D
David Anderson
Strongly support this - Where tickets have been soft closed, replies re-open the ticket and restart the SLA clock. This counts the time it was soft closed within the overall SLA.
We need the clock to stop when the ticket is soft closed, the same as when a ticket is put on wait.
Any new work coming in after this could be issued a manual ticket to start the relevant work and timings.
A
Andrea Oravecz
Strongly support the idea that the SLA/Due date should restart from the Resolved date, if there are any follow-up communication.
We would support any solution to ensure this, except the re-opening of the original ticket with the original SLA/Due date - because then tickets many times turn to overdue, although the original request was already resolved.