Currently in our project , If the user reopens a ticket after the analyst resolves or closes it , the SLA stops and isnt getting resumed or set again which means that the SLA is not applicable to the reopened tickets.
We want to modify this so that the SLA gets applied to the reopened tickets too .
If a ticket is opened with SLA violation time 4 hrs and if the analyst resolves it after 1 hr . After 4 days if the user reopens the ticket then the SLA should show the remaning 3(i.e. 4-1) hrs.
Kindly help .
You did not say what kind of ticket this was (I'll assume Incident).
Did the user re-open the ticket after the analyst mark it resolved because it was not really resolved? Then I would say that the SLA has been violated because the analyst did not verify with the affected end user that the resolution was correct.
If the affected end user verified that the resolution was good but later found another related issue then a new ticket should be opened.