Sometimes we have available on CA SDM (standard), options for Close Ticket or left open
or we can reopen a closed ticket
BUT how can we update to WIP and keep running SLA?
follow - Steps how to do:
04. It´s image show us "Em Atendimento" button an possibility where end user can update status.
08. Request/Incident/Problem
10. Incident Transition - Select Status Transition for Incidents
12. Edit Status Transition
13. Transition Type
15. Type your needs
16. Save
CA SDM: Habilitar transição de status para o usuário final