Reopened tickets that are overdue

  • 14 January 2019
  • 0 replies
  • 18 views

Hi there,


May you kindly assist me here.


When a ticket violates the resolution time but is eventually resolved, it will impact the Resolution SLA negatively.  When the very same ticket is reopened the following day, it will be reopened on an "overdue" status.


My question is, does that reopened ticket impact the Resolution SLA for the date it was reopened on?


Regards,


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