Best practice for reopen hr cases

[IT4IT]

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

[Dr Atul G- LNG]

Hi @IT4IT 

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