Ticket Solution Time issue

[ftahoces]

Hello,

I have found the following issue regarding ticket "Close Time"/"Solution Time".

I have set 2 ticket states of type closed: "pending of automatic close" and "closed successfully".

When an agent solves a ticket, the agent sets the ticket state to "pending of automatic close". After 7 days, if the ticket has not received any response from the customer, a generic agent job sets its state to "close successfully".

Here comes the problem, I want the ticket sets its "Close Time"/"Solution Time" when its state is changed to "pending of automatic close". However, after 7 days, when the ticket state is changed again to "Closed Succesfully", the "Close Time"/"Solution Time" is changed too, delaying 7 days the resolution time.

This have caused unreal SLA resolution time breaks.

I would appreciate any help.

Thanks in advance