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Is it possible to stop the SLA clock during a planned downtime in SDM 12.7, 12.9 & 14.1?

Question asked by KunalPishe1 on Apr 21, 2016
Latest reply on Apr 22, 2016 by KunalPishe1

Hi,

Is it possible to stop the SLA clock during a planned downtime in SDM 12.7, 12.9 & 14.1?

Eg: If we have a planned downtime of 30 mins then all the ticket's SLA clock should pause for 30 mins.

 

Awaiting your suggestions.

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