Service events - ignore time a ticket is on hold

Idea created by bjlietz on May 7, 2015
    Not planned
    Score1

    When we place an incident ticket in Hold status, all service events are

    suspended as we desire. However, when the ticket is taken off Hold status,

    all the events missed due to Hold status fire and send excessive alerts to

    assignees/groups.

     

    Is it possible to have either 1) all these 'catch up' events cancelled

    automatically once the ticket is taken off of Hold status, and just resume

    the events for the service type in effect for the remainder of the ticket's

    life? or, preferably, 2) "stop the clock" on the ticket and resume events,

    ignoring the amount of time the ticket was in Hold status.