SLA Time exceeding
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.