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Kerry Adshead
New Member

Resolved but not closed incidents.

We often mark incidents as resolved but not closed as we sometimes have to wait for testing to be carried out at a later date or for a new release which could take some time. Is there a way we can Mark the incident as resolved and have the SLA clock stop? We have incidents that have been resolved before the resolve by date but it may be a month or 2 before a new release which means the Resolution date passes and fails. We would like to not close these incidents as we would like to keep them visible for follow up.
7 REPLIES 7
Jan21
New Member

Re: Resolved but not closed incidents.

We do  that all the time.  I have set up a trigger that when the Incident is "Changed to" "Resolved", to Stop the SLA Clock.  Then another trigger set up for when the incident "Changes From" "Resolved", the SLA clock starts back up. 
Kerry Adshead
New Member

Re: Resolved but not closed incidents.

Awesome Thanks Jan will give this a try 🙂
Kerry Adshead
New Member

Re: Resolved but not closed incidents.

Question Jan - When you use these triggers, if I have an SLA of lets say 72hrs for example, if i resolve but not close after 12hrs, and I put it back to not resolved later and the clock restarts, does it give you the remaining 60hrs back or will it give you a full 72hrs again?
Jan21
New Member

Re: Resolved but not closed incidents.

I am not 100% sure, but unfortunately I believe it starts it over. 
Kerry Adshead
New Member

Re: Resolved but not closed incidents.

Ok no problem, just wondered so i can manage it. Will test it and see what happens. Thanks for your help 🙂
Mary Forbes
Active Contributor

Re: Resolved but not closed incidents.

Does the sla time start over when you change the status and the clock starts back up?
AshC
Retired GoTo Contributor

Re: Resolved but not closed incidents.

Hi Mary,
That change for an incident would qualify for the SLA to be reset.  Any change that pauses, then resets the clock will ultimately affect the SLA there.


Ash is a member of the LastPass Community Care Team.

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