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SLA On Hold function

DavidBiddle
Engaged Sweeper II

‎07-14-2016 10:05 AM

Is there anyway to stop the SLA timer? i.e. an on hold state.

All other helpdesk systems I have worked with have a way to stop the SLA timer when waiting for a response from the user - pending 3rd party and awaiting reply do not seem to stop the SLA countdown.

Thanks,
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