Scheduling issues

[Bernat]

I'm tring to figure out the best practice for the gollowing use case:
I'm giving support to a customer and I call him to solve the problem but I got no answer so I want to set up to a pending state and after the specified time by the agent the status changes and the SLA is not contempledon the pending status.

Is there any automation or way to set it up?

[Jack Brickey · Accepted solution]

You can certainly transition the issue to he Pending status and you can have an SLA start on entering this status. However the time component of the SLA needs to be statically defined in the SLA. You cannot incorporate a dynamic SLA time on the fly. I recommend you use Priority or maybe a custom field to direct the SLA to the appropriate time to resolve.