Disclaimer: The attached custom ticket rule is offered with no expressed or implied warranty and are to be used at your own risk. Improper use of custom ticket rules can cause irreparable damage to the SMA's database. Please proceed with caution and offboard backup in case anything goes wrong.
The workaround for this issue is create a Custom Ticket Rule(CTR) that will change the status value from New
on Ticket Save
The status can vary depending on the configuration, but in general, the ticket should be opened on a Stalled
State (Status New) and then changed to an Open
state (Status Opened).
Ticket status triggered by the defect
For existing tickets, after creating the CTR, they can be selected and changed Status to New from the Dropdown on the Ticket List view. If the CTR was setup correctly, then they will automatically be changed back to Opened
status, and will start tracking Time Since Last Opened
If the workaround is not working, feel free to contact support