SLA's

Is the only way to stop an SLA to resolve or close a ticket? We've noticed that putting a ticket on hold or "waiting for..." status does not pause the SLA and am wondering if this is due to something that we are doing wrong or is this by design?

Asked by Darla Bury on Wed 11/20/24 3:39 PM

Answer (1)

Brittany Renn Wed 11/20/24 4:36 PM

Hi Darla,

The SLA should be paused when a ticket is placed On Hold, I believe. I know that there were some new SLA Completion Options released in version 11.10, though. Have you checked those out to see if that feature might help with this?

Best,
Brittany Renn
TDX Support

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