SLA recalculation for the reopened Tickets

[former_member606287]

Dear All

We have configured 24 HR SLA for our e-mail tickets. The issue is when a customer responds to a closed ticket, the system reopens the ticket to In process and then does not recalculate the SLA for completion.

Has anyone else faced the same issue ? how can this be made to recalculate, we already have them configured to recalculate under the SLA configuration

Regards

Shankar Raj

[former_member606287]

Thanks Vani, Prasanth

We tried a few other options , the recalculation to 24 hours did not work. it instead recalculates from the remaining time of the initial 24 hours. For example the ticket was closed in the first 2 hours of receipt (24 hour SLA) and then it was reopened due to a customer response (New SLA is +22 hours now)

We wanted it to be + 24 hours . Does that make sense ?

We have now used a different way to bypass this and creating new ticket for a response on closed tickets

Regards

Shankar Raj

[former_member303175]

Hi Shankar,

If you had already configured for recalculating SLA, it should work.

I would suggest you to check if you are assigning the correct SLA to the ticket via SLA rules?

If so and still you face the issue for Completion Due Date, you can create an incident for further analysis as mentioned in the previous comment.

Thanks,

Vani

[PrasanthArya]

Please report an incident to SAP Support , if the issue still persists as this needs deeper analysis which can only be checked after having access to system