Question about close time field.

kerryrsmith · Post by **kerryrsmith** » 05 Dec 2011, 17:46

A ticket was closed on 19th October within the resolution time SLA. The customer record was later changed on 2nd December (the state wasn't changed). When we look at the "Close Time" field via statistics it has 2nd December & the SolutionDiffInMin shows that the SLA has been missed. Is this the correct behaviour.

Post by **crythias** » 05 Dec 2011, 19:58

kerryrsmith · Post by **kerryrsmith** » 06 Dec 2011, 10:50

Thanks. This is having a negative impact on our resolution SLA's, as often we'll close a ticket within the SLA & then a customer sends a reply overnight, saying thanks. By the time we close the ticket again, the SLA has been missed. Is there any way around this, so that we can calculate the SLA based on the original closure time?

Post by **crythias** » 06 Dec 2011, 11:26

You can change follow up on closed in the queue to reject or new ticket.

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Question about close time field.

Question about close time field.

Re: Question about close time field.

Re: Question about close time field.

Re: Question about close time field.