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I have a customer that wants to have First Response SLA for new cases and Resolve SLA for new and reopen cases.
In fact I don't want my First Response SLA to restart when the case is reopen.
In SLA Configuration you can change the field Value for "Applicable from" to "Created on"
Once you select the "Created on" means the SLA Start time will be the creation date of case which will not have any impact on reopen of case.
In this case I will not have a Resolve SLA for my reopen case, only for my new ones.
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