What is the SLA calculation if the status of the tickte is re-opebed?

Question

Hi,

I need more under on how the How  SLA calculated if the status is re-opened?

I noticed that when the status changes to reopen the SLA , the also SLA was gone.

Dave Mathijs · Answer

Hi @Maeneth , it depends whether you set up a Pause counting time when condition.

Normally, an SLA is paused when pending Customer feedback and should be restarted when feedback is given.

Have a look at the following article, it's for DC/Server, but the principle is the same:

creating an SLA with multiple cycles