Datto Autotask PSA: Is it possible to remove a resolved SLA event from a Service Request?

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Question

Occasionally we close a Service Request, which then gets re-opened. As it has already been closed, there is no longer a 'Next SLA Event Due' date. Is it possible to remove a resolved event from a request and hence re-instate the 'Next SLA Event Due' date?

Environment

  • Datto Autotask PSA

Answer

It is not possible to remove an already-met event.

The current SLA logic dictates that a ticket only has to go through the workflow once. If the ticket has already met the requirements of the SLA, the event does not reset even if the ticket opens again.


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