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SLA PowerBox - reset time in Reopen

Petra Čitanová
Petra Čitanová
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February 9, 2022

Hello, can I ask for advice with setting Reopen event? I need to reset Time to resolution when the state changes from Resolved to Reopen. Currently, my SLA is calculated from the time created.

Thank you. 

Petra

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Robert Dzido _Almarise_
Robert Dzido _Almarise_
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February 9, 2022

Hi Petra,

SLA PowerBox has 2 SLA agrement types: Status-Based or Event-Based.

Restarting SLA is possible only for Event-Based SLAs. If you use status-based one you need to migrate to event-based.

Hope it clarifies.

Best,

Robert

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Petra Čitanová
Petra Čitanová
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February 10, 2022

Hi Robert, 

I use only event type of SLA powerbox. 

Best r.

Petra

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