How to set SLA If a ticket is re-opened it should continue from the existing SLA calculations?

Question

I have specific requirements to set SLA:

Time Of Resolution :

1.Resolution time is duration between creation of ticket to ‘Completed’ status

"it can be done setting SAL start on "issue created" AND stop on "Resolution:set"

2. The duration of ticket in pending status ‘Awaiting customer information’ should not be included in resolution time.

"set up Pause on "Time is not counted during when waiting for customer response"

IF a ticket is re-opened it should continue from the existing SLA calculations

"Not sure how to start SLA clock again when resolution is cleared and the time clock should start "when clock was stop"

Prerna Prerna_r46xru · Answer

if I pause SLA on "Resolution:set" , Which status should I stop my SLA then to set the resolution time.

Alexey Matveev · Answer

Hello,

If you want the clock to start form time the clock stopped, then you should pause your SLA. If you stopped your SLA, the time will begin from zero.