SLA Effect on PENDING Status
SummarySLA Effect on PENDING Status on Incident
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.