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PYALCARI
New Member.
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Response SLA Breach if analyst raises the request

Hello Experts,

Response SLA is breaching if a ticket is raised by analyst. normally in any case if analyst raises the ticket it will automatically created related record and it will change the status to open linked so response sla should not breach. but in our case it is breaching and if we check sloresponse, status changed from open to open -idle , open - idle - open linked and again from open linked to open - idle.

any suggestion why it it coming back from open linked to open idle again. but the status is showing open - linked in the ticket.

please suggest.

Thanks!

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