"On Hold" does not display "Waiting on Third Party"

  • 3 November 2012
  • 2 replies

Shouldn't the stats on the dashboard include tickets with the status "Waiting on Third Party" for "On Hold"?

I understand that these are custom fields but there should be a way to define what Ticket Summery they add up to, I guess.

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2 replies

Hi Blazej

Can you check whether the SLA Timer is OFF for this Custom value ? Only then it will show in On Hold list

Thanks. That seems to solve it.