Resetting the milestone based on the status
We have configured milestones/SLAs based on the category.
e.g. If the category is 'Absence' then milestone is 3 days
If the category is 'New requisition request' then the milestone is 5 days
We are able to achieve this however based on the status change milestone is not getting reset.
e.g. Once the request is resolved (Status = Resolved) by an agent, after reviewing the resolution if the employee re-opens the request (status = Re-opened), we are not able to reset the milestone.
We are trying using the groovy script and please find below the script we have used.