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TCS Users can able to edit Priority and comment and we have to define another group for them also.

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  • 1.  TCS Users can able to edit Priority and comment and we have to define another group for them also.

    Posted 05-08-2017 02:51 AM

    After ticket re-open by an end user SLA should start automatically?

    Can some one help me out how to do this ?



  • 2.  Re: TCS Users can able to edit Priority and comment and we have to define another group for them also.
    Best Answer

    Posted 05-08-2017 08:40 AM

    Hi Jagatjyoti,

     

    Unfortunately it does not restart automatically on its own.  When a ticket is closed, automatically it will close all events. So if you change the status from close to open (or any other "open" type status), the system will not regenerate or start the timer from last event recorded.  If the Priority is changed, it will most likley kick it off again depending on how you have it set up.  If the ticket is changed from closed to open with no action (meaning no changes such as "priority") then the SLA won't start automatically. This is by design.

     

    Thanks,
    Jon I.