We have tickets that are reopening based on a customized ticket field that works as reminder adding a date.
The ticket is in status = pending and on that date the ticket will be re-opened on status=open, so that agents can work on that.
The issue is that in this case the ticket is opening without SLA, because there is no pubblic comment from the agent.
Out SLA policy is only with first reply and next reply.
How to reopen tickets with SLA, without the need to add a pubblic comment.
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