SLA

[Justin Majarrei]

When a case is RESOLVED, then RE-OPENED:

The first SLA is completed and starts a new SLA row, which is expected as resolved state is the stop condition.

Problem, our business wants to treat resolved as somewhat like a pause wherein it will continue the SLA if its reopened without using RESOLVED state as a pause condition. Is it possible?

[Ahmmed Ali]

Hello @Justin Majarrei 

Yes, you can add pause condition as active is true and state is resolved and then stop condition as state is closed. This should work.

Thank you,

Ali