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How to stop a SLA on Fixed/Resolved rather than Closed

Hi all

Is there a way to configure newScale to stop the sla clock on Fixed/Resolved rather than Closed

regards

Ken

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How to stop a SLA on Fixed/Resolved rather than Closed

Hi Ken,

Th only actions that "stop the clock" on a service request are "Closed", "Cancelled", and "Rejected".

I'm going to guess here that you have a use case in which the service/issue is Fixed/Resolved, but there are additional steps/actions to be taken by the fulfillment team, and therefore, the closed date of the service request is not the best/most accurate measure of resolution performance.

If that is the case, then I would suggest having a "Fixed/Resolved" task (or some other appropriate name), and then report againt the due date of that task rather than the Service due date.

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