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SLA not working properly on subsequent responses
I am having some issues with SLA, and as I am new to osTicket I am sure that I have not set up something properly!!
At the moment we have a very simple SLA - tickets need to be responded within 24hours otherwise they get flagged as overdue.
This works for new tickets.
The problem is that when a response is sent within 24hours, the SLA is still being applied with the original creation date.
How do we make the system apply the SLA to NEW tickets only, and not apply the SLA to tickets that have been responded to?