Currently in our project , If the user reopens a ticket after the analyst resolves or closes it , the SLA stops and isnt getting resumed or set again which means that the SLA is not applicable to the reopened tickets.
We want to modify this so that the SLA gets applied to the reopened tickets too .
If a ticket is opened with SLA violation time 4 hrs and if the analyst resolves it after 1 hr . After 4 days if the user reopens the ticket then the SLA should show the remaning 3(i.e. 4-1) hrs.
Kindly help .