Hi There,
We have a couple of SLA's in place, but have one that doesn't work that well.
We have cases where we have to meet an SLA time using a workaround to keep the business running , and if the workaround is successful we have time to solve the underlying issue that is running on a different SLA timer.
SLA as follows:
start: in progress
pause: waiting for customer
Stop: Resolved with workaround
At the moment the SLA timer starts again after going back to in progress, even if it was stopped.
Can we have an issue where if the status has entered 'Resolved with workaround' and the SLA stopped, and we have to move the status back to 'In Progress', can we keep the SLA timer stopped based on any previous status?
Any help would be greatly appreciated.
