How restart a same SLA when the incident is reopened?

[swathigangadhar]

How restart a same SLA when the incident is reopened?

[Dhruv Chandan]

Hi Swathi,

Use Retroactive Start.

Please refer to link : Use SLA retroactive start

Hope this helps.

Regards,

Dhruv Chandan

[Karthik Reddy T]

Hi Swathi,

Refer the below links may helpful to you.

SLA calculation for reopened ticket

SLA resolution issue "retroactive start = created"

Use SLA retroactive start

[swathigangadhar]

I want to restart the SLA, when the ticket is reopened. And the restart time should be resumed when the ticket was resolved.

[Ziaur Rahman1]

Hi, Swathi

Please build resume condition ( Which you may find under pause condition tab).

Like this-

Please check - Is it working??

Thanks

Ziaur Rahman