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This shows you the differences between two versions of the page.
| Both sides previous revisionPrevious revision | |||
| slas [2026/07/29 17:15] – johnny | slas [2026/07/29 17:53] (current) – johnny | ||
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| Reopening a resolved ticket puts it back on the resolution clock with whatever budget was left when it was resolved. A ticket resolved after two hours of an eight hour target comes back with six hours, not with its original deadline. | Reopening a resolved ticket puts it back on the resolution clock with whatever budget was left when it was resolved. A ticket resolved after two hours of an eight hour target comes back with six hours, not with its original deadline. | ||
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| + | A ticket that had already missed its target stays missed if no budget remains. Reopening cannot turn a recorded miss into a met - only genuinely unused time earns a clean window. | ||
| ===== Pausing the resolution clock ===== | ===== Pausing the resolution clock ===== | ||
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| | A ticket shows Paused but you expected a countdown | Its status is set to pause the resolution clock, under Admin > Ticket Statuses | | | A ticket shows Paused but you expected a countdown | Its status is set to pause the resolution clock, under Admin > Ticket Statuses | | ||
| | A resolved ticket shows no met or missed verdict | It was resolved before 26.08 through the kanban board or the client portal, where the verdict was not being recorded | | | A resolved ticket shows no met or missed verdict | It was resolved before 26.08 through the kanban board or the client portal, where the verdict was not being recorded | | ||
| + | | A reopened ticket still shows a missed verdict | Its resolution budget was already spent when it was reopened - a miss is only cleared when real time remains | | ||
| | Reports show fewer tickets than you expected | Only tickets carrying an SLA are counted, so anything raised before you set SLAs up is excluded | | | Reports show fewer tickets than you expected | Only tickets carrying an SLA are counted, so anything raised before you set SLAs up is excluded | | ||