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Handling SLA on reopened tickets

Dean van Rooyen

Hello,

We run a service desk where SLA is assigned based on the severity of the tickets.

Sometimes we need to reopen completed tickets. When a ticket is completed, the SLA's are ticked off as being met.

When reopening a ticket, we want the SLA to continue from where it was when completed.

How can this be done and is this the correct way of handling a reopen of a ticket?

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Nicolas Seronvalle

Hi,

Does it happen often that tickets are re-opened? Is it after that the customer checked the answer?

If that's the case, I would suggest that you had a step before completely closing the ticket. Something like "Done" --> "Validated". "Done" means you did your job, "validated" means the customer accepted it (or didn't reply within the last x days).

Your SLA will be paused on the "Done" status, so if it is reopened it starts running again from where it stopped.

Would it be a good way for you to handle this problem?

Dean van Rooyen

Hi Nicolas,

Thanks for the response. It is very rare that we reopen tickets. The only instance where a reopen is required is when we ask a customer to verify they are happy the ticket is actually resolved.

The customer does not reply for about a month and then we close the ticket due to no feedback. When a customer eventually gets the feedback (no idea why it takes so long) then they might have an issue and request a reopen.