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SLA Effect on PENDING Status

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edited Sep 30, 2019 1:15PM in Agent Desktop 1 comment

Summary

SLA Effect on PENDING Status on Incident

Content

Hi ,

I have a business requirement where my Incident Statuses are as mentioned below.

New - Unresolved

Open - Unresolved

Pending - Waiting

On Hold - Waiting

Solved - Waiting

Closed - Solved

As per requirement the customer want Incident to be in Solved ( whci is actuallly Waiting)  status and after a 27 days of time the process should update it to Closed( which is actually Solved ) Status.

I want to keep CI_HOURS as 0 so that waiting incident will not be closed automatically.

MYQ_REOPEN_DEADLINE to set as 0 hours so that it cannot be reopened . (since solved status comes after 27 days). In between customer can reopen ticket.

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