Restart SLA from Resolved Time once ticket is resolved
S
Samir Desai
We add a follow up date for some query emails due to which the email chain continues and even after resolving the ticket, it reopens. This is correct, however, the SLA / Due date of the ticket start from the start time of the ticket. For these kind of scenarios, restarting the SLA/Due Date should restart from the Resolved date and time.
This way,
- Follow-up time will not have to be changed,
- If follow up time is changed to "0" days, the ticket gets closed instantly and then every email chain will generate a new ticket, resulting in multiple auto-notifications on each email going to clients. This situation can be avoided by the suggestion we proposed.
- Tickets will not show Closed Late for such tickets where there is multiple email conversations, thereby saving a lot of time investigating into why the ticket was closed late.
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.