$13$ What happens if a user does not agree to closure?

Review Later

Once a ticket has been resolved it cannot be re$-$opened and so the user must escalate the ticket.

Ticket is reopened, assigned to the service desk for review and re$-$assignment, and the SLA clock is reactivated

and continues to count down,

Ticket is reopened and set to assigned status the resolving assignment groups queue and SLA clock is

reactivated and continues to count down.