I have created an SLA that measures the amount of time from when an Incident is Opened until when the Incident is Resolved. I am finding that if a qualified ticket is Resolved, then Re-opened and Resolved again, that the SLA attachs itself a 2nd time to the ticket. This throws off my reports against this SLA because now this particular ticket is being counted more than once and has multiple Business Durations. Has anybody heard of this happening, and how has it been handled? Or maybe I'm doing sometihng wrong with the SLA. Any assistance from the community would be greatly appreciated.
