1 Reply Latest reply on Apr 2, 2020 7:08 AM by Cris Coffey

    How can I change a ticket back to Open / Clock started status when a customer replies to a Pending / Clock stopped ticket via a business rule

    Janna Horn
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      I have tried several ways and none seem to work. I want to change the status to open if the requester replies to a ticket and to start the clock. I am also wondering how the stop clock affects the SLA dates.