Waiting for customers but SLA is still running

[Kiet Luu]

Hi all,

i received a request and moved it to a new issue type to make changes, incidents or problems. Anyway, the SLA is still running, even though the ticket has the status of "waiting for customers". Normally, the SLA should stop running, right?

Thanks

Kiet

[David STOCKY]

Hello,

You have to control on your service desk Projet setting under SLA that your SLA is in "pause" mode when the status of the workflow is "Wainting for customer".

Then you have to resume the pause.