Reopen SLA when a case is reopened

[Tapish Sharma1]

Hi Folks,

I have configured a sla which starts when case is active=true and completed when state is resolved. 

When the case resolution is rejected the case reopens and the sla should start again from where it stopped. The issue here is when using retroactive start it takes into account the time it was stopped and doesnt give give accurate sla calcuation.

For eg If the sla is for 5 business days (40 hrs ). Case was openend on Monday and the case was resolved on Tuesday and sla completed. if the customer reopens the case on Friday it shows only one day left but instead the sla should have 3 days left. 

Any solution for this would be helpful

[Mark Manders]

You should see the 'resolved' status as a pause state on the SLA definition so it will just move on when the state is not resolved anymore. The stop condition should be closed in this case. The 'retroactive start' will not take this into account, so it will work as you require.

[Tapish Sharma1]

Hi Mark, Thanks for your reply That works ...but the requirement is to complete the sla once it is resolved and then restart it from where it was stopped and not count the amount of time in between 

[Mark Manders]

Why? That will cause what you encounter at the moment. Your requirement is to have an SLA run until it's closed (reopend means it should continue), so that in fact means that it should be paused.

I can only imagine it's for reporting that it should be closed on resolved, but you can achieve that as well by just reporting on the task_sla table with task.state = resolved added as condition. 
An SLA will count the pause time when it needs to run (again), but not the stopped time, hence your current issue. Only way around is to have 'resolved' as a pause condition (as is how the system is designed).