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Once the request is reopened, what will happen to the SLA? Will the SLA continue from the previous one, or will a new SLA be initiated?

Hi @srinivasa gupta, 

 

Hope you’re doing good!

In response to your inquiry, please note that when a ticket is reopened, the SLA will resume from the previous one and will not be reset. This is the current product behaviour. 

Hope this helps! Let us know if there’s anything else. 

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