Hello, is there a way to restart sla solution time countdown when ticket is reopened by automatic trigger?
Let me explain it better. I have a ticket that requires processing by two separate workgroups. Each processing has a 2-hour SLA. When the first workgroup finishes processing, they close the ticket, and the automatic trigger reopens it, assigning it to a different group and changing the ‘state’ from ‘closed’ to ‘open’ or ‘new’. Many thanks in advance for your help.
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Restart sla solution time countdown when ticket is reopened
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