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

0 Helpfuls
  • 324 Views
1 REPLY 1

Dr Atul G- LNG
Tera Patron
Tera Patron

‎12-12-2023 06:19 AM

Hi @IT4IT 

 

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

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************