I have an SVT configured in this way:
Term and Condition: .... (not important)
Start Condition: Status >="New"
Stop Condition: Status>="In Progress"
Time: 1 hr
Incident is created
Support change status to In progress.
SVT Stop --> System calculate status (for example Met)
Incident Status is moved to Assigned, another time.
I don't want that Service Level is reopen (flag = No), but I want that another Service Level is added to the same incident and time start again from 0 minutes already spent.
How can I have this behavior?
Is Reset-Goal the best way?
How can I configure Data Sources? [is this condition correct 'DB.Status' > "Assigned" AND 'TR.Status'>="New"]