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Is there a way to put a Desk ticket on "hold"? Sometimes our customers request a delay, but the SLA timers keep ticking. This skews our SLA response and breach reporting.
Sure can. It should be a matter of adding a YellowHold status and then making sure that the SLA's configuration is aware to stop ticking when you enter that status.
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OK, found how to set the SLA timers to stop based on our criteria. How do we add a HOLD status?
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