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

[Prerna Prerna]

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 agin when resolution is cleared and the time clock should start "when clock was stop" 

[Tessa Tuteleers · Accepted solution]

Hi Prerna, 

good question! I guess a lot of us have this use-case. 

First you should ask yourself the question, if a resolved request gets re-opened, is it still the same request and thus, should the SLA continue or start again? If it is and the SLA should continue, resolving your ticket doesn't actually close it. 

Closing tickets is something that should always be strived to, as closing a ticket really closes it of. It has been determined resolved once and for all.
Therefore, once in the status closed, no "re-open' transition should be available. 
Should another problem occur, another ticket has to be created as this was actually deemed closed (by the customer, or on customer time-out if need be).

If you incorporate such a flow, you could say that you pause the SLA on resolution, and stop it on transition to the Closed status. 

Let me know what you think! 

- Tessa