Hi,
I’m looking for a way to pend SLA timer once We have been able to provide a workaround to the customer who raised and incident. I know that there is the ability to pend the SLA depending on the status used but that won’t work for our business process.
Has anyone found a way to do this by another means?
TIA
Andrew
Hi Andrew.
By definition, SLA Timer is based on Ticket Status.
Creating an SLA policy in your service desk | Freshservice SLA Management : Freshservice
How do I ensure that the SLA timer does not run for a particular status? : Freshdesk
The use case is to create a custom status, let’s say Solution Proposed, with which the ticket is still Open, but technically is Waiting from Customer; do your logic for this Status.
Hope this clarifies.
Regards,
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