
8 Dec
2009
8 Dec
'09
8:28 a.m.
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