Hi,

Operation time set on 24*7 and SLA time is 6 hours.

ideally if ticket holds after 4 hours of created time. remaining 2 hours should be added if the ticket being again open after the holding time. Everything looks good in my first attachment but if you see the second one, some mismatch found.

in my second attachment, 5 hours and 12 min should be added in existing dueby time to set  new dueby time as ticket being hold after 48 min. but in this cases, new dueby time set exactly on new opening time of ticket.ideally new dueby time should be new opening time plus 5 hours and 12 min. isn't it?

can you suggest us what to do?

Note: status is awaiting for custodian response= time hold & work in progress=time counting

Mohammad Golam Rabbany
Proud Customer of MESDP