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#1 2019-11-12 21:04:56

Registered: 2019-10-28
Posts: 19

Configure SLA

Hello, I am analyzing the use of SLA for incidents.
I configure it by business rules so that according to the category of the incident I assign an SLA to take the case and another to solve it.
The problem is that when changing the status of the incident to planned, that is to say that the resolution time begins to run, the SLA to take the incident continues to run.

For example, if the SLA to take is 2 hours and the resolution is 4 hours. If after 1 hour I take the incident and the resolution time begins to elapse, the time to take the case is still advanced, it does not stop within 1 hour.

Is there any way to configure it?



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