Datto Autotask PSA: Can I remove a resolved SLA event from a Service Request?

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Question

Can I remove a resolved SLA event from a Service Request?

Environment

  • Datto Autotask PSA

Answer

It is not possible to remove a resolved SLA event from a Service Request.

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 will not reset even if the ticket reopens.

The SLA logic applies to all ticket types.

When Datto Autotask PSA closes a ticket, which then gets re-opened, there is no longer a Next SLA Event Due date.


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