In SNOW If I resolve an Incident then re-Open it does the SLA clock continue or start new?

bouimet
Kilo Explorer

‎12-10-2015 08:37 AM

In SNOW If I resolve an Incident then re-Open it does the SLA clock continue or start new?

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Steve Gibson
Giga Guru

‎12-10-2015 08:54 AM

Hi Robert,



A new SLA line is added to the incident at the point that it is reopened, this matches the original SLA level and the a new time starts.


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Travers M
Mega Guru

‎12-10-2015 08:58 AM

Actually, it depends on how you have it set up.   Currently we have ours set up so that the resolve actually pauses (instead of completes) so ours will resume the original one.   Ours do not complete until the incident is closed.   We give our users 5 days to confirm it's actually resolved before auto closing if the user doesn't close it.   This kept us from getting SLAs that would instantly breach if the user didn't check it for 3 days before saying it wasn't fixed.


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