SLA Pause

Hello,

Is there a way to manually pause existing tickets with SLAs? I don't see a way but wanted to confirm.

Thanks,

Phuong

Asked by Phuong Hoang on Mon 8/28/23 9:34 AM
Sign In to leave feedback or contribute an answer

Answer (1)

This answer has been marked as the accepted answer
Brittany Renn Mon 8/28/23 9:50 AM

Hi Phuong, 

Currently, there is not a way to pause an SLA. You can remove/reassign an SLA, though. Aside from that, I would suggest submitting an Enhancement Request to as for an option to pause SLAs. 

Best,

Brittany Renn
TDX Support

1 of 1 users found this helpful.
Thanks for confirming! - Phuong Hoang Mon 8/28/23 9:53 AM
If you place a ticket in an On Hold status, the time remaining on a ticket's SLA before it is evaluated should pause until the ticket drops back off of the on hold status. Without doing that though you can't just pause an SLA for a particular ticket. - Mark Sayers Mon 8/28/23 10:24 AM
Thanks Mark! - Phuong Hoang Mon 8/28/23 10:32 AM