0 Replies Latest reply on Nov 30, 2016 11:41 AM by michelle.ray@ivxp.indorama.net

    Restart time count if ticket is resolved then reopened by client

    michelle.ray@ivxp.indorama.net

      Is there a way to restart the time count on a ticket if the ticket is resolved but then the issue occurs again and the client reopens the ticket? We are getting several 'Past due' flags in our reports due to this issue and we won't want to count this against our technicians since it was initially resolved in the correct time period.