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SLA Time exceeding

Hai Guru's

i have a doubt regarding SAP SOLMAN SLA Time management.

' A'  is customer raised a ticket . For that 'B' consultant Responded and Changed the status of the ticket to "work in progress", in the same day B provided a solution and changed the status as "solution provided by Consultant" .  But for that solution A is not satisfied and reverted to change the modification then B Forget to change the Status to "work in progress"  .

note:- where as 'B' Consultant provided solution after 3 days

So here SLA time has to be Stopped when B provided the solution but it is not stopped and continued after changing the status to ticket closed.

que:- After changing the status to "solution provided" the SLA should stop but the Customer action is running .


plz provide any solution

Thanqs in advance.


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