Hi There,
We are having this issue with OTRS which I think is a bug but wanted to
ask otrs community.
When a ticket is closed, all SLAs are set to 0. Then if an agent or
client opens this closed ticket, SLA 1 & SLA 2 are activated and clock
starts ticking. However SLA 3 is not activated. My understanding is that
if a ticket is re-opened, all 3 SLAs should be activated.
Am I wrong in this assumption?
Thanks for your help.
Rabi
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