Amy Waugh

Hi

We have had a ticket responded to within the first reply time but the ticket got solved at the same time.

The customer replied to the ticket, opening it back up but the SLA have not shown to resume the next SLA that it should encounter.

The ruling of our SLA is 

Channel - Email

Tags contain none of u_no_notification, t_wpd_no_notify, t_solved_no_notification, t_deleted_ticket.

FRT - 9 business hours

NRT - 9 business hours

PU - 27 business hours

The relevant ticket has the following tags

t_annual_leave, t_email_query, t_hrandpayroll_email, t_reopened

I'm not sure why this is not continuing with the SLA

We have first reply time, next reply time and pausable update on the same SLA.

I would understand the first reply time not working for recently opened tickets from being solved but the other two.

Would I have to add a criteria to the SLA for these to generate? 

Can you get SLAs to work on reopened tickets that have been solved?

As we have some customers who reply to a solved ticket about another query.

when we chose a date in the ticket field and add that date to the description using placeholders it uses the American format, could it be changed to include the English format