Recalculate processing time and reset SLA when request re-open

Recalculate processing time and reset SLA when request re-open

Dear experts,

Now, SDP calculate processing time and alert violation requests by closed time subtract created time. I need to recalculate processing time equal resolved time subtract created time. And one more help, when request re-open i need reset SLA time.Many thanks.


Regards,

Tiep P
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