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Recalculating SLA Upon Ticket Reopening

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When a ticket is reopened, it’s crucial to recalculate the SLA (Service Level Agreement) parameters, specifically the Response Due and Resolution Due times. This ensures that the ticket is managed within the expected service timelines. Here’s a detailed explanation of how these recalculations are handled:

Response Due

When a ticket is reopened, the response due time is recalculated based on the SLA targets configured in the SLA policies. The recalculated response due time depends on the priority of the ticket and the SLA policy associated with that priority.

Resolution Due

When a ticket is reopened, the resolution due time is recalculated by considering the time the ticket spent in the closed status. The resolution due time is extended by the amount of time the ticket remained closed.

Detailed examples

Here are examples that explain the detailed process of recalculating the SLA.

Scenario 1: Ticket reopened before the original SLA due time

  • Original SLA due time: 4 PM today.
  • Ticket closed at: 1 PM today.
  • Ticket reopened at: 3 PM today.

Calculation:
The ticket was closed for 2 hours (from 1 PM to 3 PM). This time is added to the original SLA due time.

Result:

  • New SLA due time: 6 PM today (4 PM original due + 2 hours spent in closed status).

The resolution due time is recalculated to account for the period when the ticket was inactive.

Scenario 2: Ticket reopened after original SLA due time (Closed within SLA)

  • Original SLA due time: 4 PM today.
  • Ticket closed at: 3 PM today.
  • Ticket reopened at: 6 PM today.

Calculation:
The ticket was closed for 3 hours (from 3 PM to 6 PM). This duration is added to the original SLA due time.

Result:

  • New SLA due time: 7 PM today (4 PM original due + 3 hours spent in closed status).

This scenario demonstrates that even if the ticket is reopened after the original SLA due time, the recalculation ensures that the ticket’s time in the closed status is accounted for.

Scenario 3: Ticket reopened after original SLA due time (Closed after SLA breach)

  • Original SLA due time: 4 PM today.
  • Ticket closed at: 5 PM today (the ticket was already overdue).
  • Ticket reopened at: 6 PM today.

Calculation:
The ticket was closed for 1 hour (from 5 PM to 6 PM). This time is added to the original SLA due time, which was already overdue.

Result:

  • New SLA due time: 5 PM today (4 PM original due + 1 hour spent in closed status).

In this case, the recalculated due time is set in the past, reflecting that the ticket was already overdue when it was closed.

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