SLA Pause

[WI]

Hi,

Is there an option to pause SLA with certain Ticket state ?

I mean we need to call outside service to fix something up, and then we'd like to put state "on hold" and we'd like to pause SLA until problem is resolved by outside service.

I know we can alter SLA in single ticket, but we'd like to pause it automaticly with state update.

[Obi_1_Cinobi · Accepted solution]

Hi there!

Unfortunately, this is currently not possible in the Lansweeper helpdesk. You cannot configure certain ticket states to stop the SLA from counting.

This feature has been requested before though, and as such, it was added to our customer wish list. We aren't able to guarantee that this feature will be implemented or provide you with an estimated release date at this time.