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Helpdesk Ticket "On-Hold" - Stop the SLA Clock

Posted: Friday, March 16, 2018 11:02:58 AM(UTC)
Ian.Prentice

Ian.Prentice

Member Original PosterPosts: 71
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Hi,

I have created a new status for our helpdesk tickets called "On-hold".

This will be used where we agree with our customer that a job will be done at a currently undefined date/time in the future but we still want to keep this ticket open.

We would want to stop the SLA clock from continuing, but not lose the current time that has already elapsed.

Is this possible?

Thanks!
Ian
Ian.F
#1Ian.F Member Administration Posts: 15  
posted: 3/19/2018 2:48:08 PM(UTC)
Hi Ian,

Unfortunately, it is currently not possible to pause the SLA or for the SLA to be paused based on the ticket state. Automatically pausing the SLA based on the ticket's state has been requested before by our customers and is already on our customer wish list. I have linked your post to the feature request to add weight to it. Unfortunately, I am not able to provide you with an estimated release date for this feature at this moment.
Ian.Prentice
#2Ian.Prentice Member Original PosterPosts: 71  
posted: 3/19/2018 3:21:57 PM(UTC)
Thanks Ian, hopefully we can see it soon. Thanks for your help!
Chris1052
#3Chris1052 Member Posts: 1  
posted: 10/22/2019 7:44:01 PM(UTC)
Originally Posted by: Ian.F Go to Quoted Post
Hi Ian,

Unfortunately, it is currently not possible to pause the SLA or for the SLA to be paused based on the ticket state. Automatically pausing the SLA based on the ticket's state has been requested before by our customers and is already on our customer wish list. I have linked your post to the feature request to add weight to it. Unfortunately, I am not able to provide you with an estimated release date for this feature at this moment.


Is there any update on this request? This is a very important feature for us to have, I thought it was an option but it's only for ticket types not states.
WilsonTech
#4WilsonTech Member Posts: 7  
posted: 10/23/2019 10:29:18 PM(UTC)
I too would love this feature. And the ability to set a date for the ticket to change to a different status.

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