For 7.6.04 SP1 version, when you open a closed ticket, it opens a new ticket by copying old ticket information to the new ticket. And it starts a new SLA with the ticket. For older version, I believe it continues the same SLA when the ticket is re-opened if the 'Allow Service Target to Re-Open' is set to yes.
Thanks, Wirasat From: "Schon, Stuart" <stuart.sc...@au.fujitsu.com> To: arslist@ARSLIST.ORG Date: 02/13/2012 05:44 PM Subject: Re: HPD Help Desk SLA Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> ** I don?t believe that how it works in 7.1+, if you reopen a ticket it will reopen the same SLA and treat the period from when the SLA stopped to the reopen event as if the SLA was suspended, a new due date will be calculated and any remaining time on the SLA will be reinstigated. The parameter mentioned below allows this to happen Stuart Schon Service Desk Systems - Manager Fujitsu Australia Limited 2 Julius Avenue, North Ryde NSW 2113, Australia T +61 2 9113 9435 M +61 458 592 245 stuart.sc...@au.fujitsu.com au.fujitsu.com From: Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG] On Behalf Of Wirasat Siddiqi Sent: Tuesday, 14 February 2012 01:59 To: arslist@ARSLIST.ORG Subject: Re: HPD Help Desk SLA ** It will start a new SLA if you have set up the parameter 'Allow Service Target to Re-Open?' is set to Yes on SLA Measurement tab. Thanks, Wirasat Siddiqi Remedy Development Team Desk Phone: 202-502-3204 Cell: 202-368-7190 Email: wirasat_sidd...@ao.uscourts.gov From: Bhupesh Gupta <gupta.bhupesh3...@gmail.com> To: arslist@ARSLIST.ORG Date: 02/13/2012 05:53 AM Subject: HPD Help Desk SLA Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> SLA for ticket re-open ? Does it reset and start fresh SLA , or continue to use the same SLA Please advise -- Regards, Bhupesh Gupta _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
