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ITSM-How to set up SLA so that it calculates SLA from Status A to B, but not to C to B ?

Hi,

My customer has ITSM with several status, for easier comprehension, I will simplify it like that :

1 - A

2 - B

3 - C

4 - D

The SLA (IRT and MPT) are calculated and initialised when he goes from status A to . however sometimes he goes from status C to B, which calculates again the SLA. Is there a way modify the SLA so that they only change when going from status A to B, but not C to B ?

thanks,

Dimitri

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