Forum GLPI-Project

Aniket M

Member

Registered: 2024-03-28

Posts: 2

Reset pending time when ticket priority or SLA is changed.

I would like to seek your assistance regarding a specific scenario in our ticketing process. When a user opens a ticket, it is initially taken up by our Operations team and the corresponding SLAs are automatically assigned.
If for some reason the ticket priority or sla is changed the pending time calculation continues from where it left off before. I want to reset pending time when this happens.
Is this the expected behavior or is there a way to reset the pending time calculation?

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,424

Website

Re: Reset pending time when ticket priority or SLA is changed.

I dont think this is possible

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