Restarting SLAs on reopened tickets

Question

Hi,

I'm struggling to understand how the following works:

GIVEN I reopen a previously closed ticket

WHEN the ticket reaches a status with an active SLA

THEN the SLA should restart or continue

I have an SLA (Time with CSTLs) that does appear to restart every time it's restarted and ended - this is indicated by the ticks beside it.

The issue I'm having is that the same behaviour isn't applied to the following SLAs:

* Time to Prioritise
* Time to Resolution

Please see below for the SLAs setup.

Many thanks for any help that can be offered.

Glauco · Accepted Answer

Hi Gavin,

I understand that the "Time to Resolution" and "Time to First Response" SLAs do not restart, is that right? There are a few causes to this behavior. I would advise you to check the post functions in the transitions related to the statuses that you use to trigger the SLA.