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Best practice for reopen hr cases

IT4IT
Tera Contributor

‎12-11-2023 10:27 PM

Hi,

 

For hr cases, we have ola defined for 2 Business days for each assignment group. What is the best practice when a case is reopened? Should a new ola for 2 business days for that assignment group be created, or should it resume from where it was paused?

 

Thanks

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Dr Atul G- LNG
Tera Patron

‎12-12-2023 06:19 AM

Hi @IT4IT 

 

No ,NO OLA. the SLA must be resume. The same it work for incident. 

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