Hi,
I need more under on how the How SLA calculated if the status is re-opened?
I noticed that when the status changes to reopen the SLA , the also SLA was gone.
Hi @Maeneth , it depends whether you set up a Pause counting time when condition.
Normally, an SLA is paused when pending Customer feedback and should be restarted when feedback is given.
Have a look at the following article, it's for DC/Server, but the principle is the same:
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