We have cases where SLA is not triggered when tickets that are bounced back to open via automation.
The ticket meets all of the SLA policy conditions.
The process is as such:
Agent submits ticket as pending after providing a reply > 72 hours later and automation fires that notifies the requester and the assignee and bounces the ticket back to open.
Upon this bounce, the SLA is not being triggered.
I've looked everywhere I could and didn't find anything that looks out of place.
Maybe someone has any insight on why this might be happening?
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