trying to understand the logic without sucess.
When a ticket is open, it's SLA start ticket - so far so good.
My agent closes the ticket - meet SLA ans so forth - all good
Now, the customer is replying back o the ticket (via email) even saying "thnx" - the ticket is re-opened and SLA is counting again from the place it stooped on the "solve" stat.
IMO - after solve, SLA should start from 0 again
any hint from other? what do you do with re-open stages?
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