Exclude Hold time from SLA Calculations

Idea created by bjlietz on Jul 24, 2014
    Not planned
    Score6
    • bjlietz
    • Balram.Deswal
    • Pradeep_p
    • GJones64
    • IainLambert
    • Margaret_Gossage

    When you place a ticket in a hold or pending status, it would be helpful if that time could be excluded from the total ticket life time.

     

    We have events which fire at different delay times from the opening of incidents and problems. I would like to pause those events when a ticket is placed in Hold status, but have the events resume, without counting the Hold time, when status is changed back to something active, versus having all the events fire immediately, which causes tickets to miss SLAs.