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Question Related to SLA and Automation

 

1. Customer should be able to make the transition from waiting for support status and re-open the ticket back from resolved status.
2. Waiting for the approver status should be there in the workflow.
3. Resolution field should be updated once the ticket transitions into resolved status.
4. 10m SLA should be configured for waiting for the approval status.
5. Once this SLA breaches, The ticket should transition to "Rejected" Status.

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