HI,
you can set out the update time by placing the ticket to pending, but
as soon as an answer comes, then the update time will escalate the
ticket. Both First Response Time and Resolution Time cannot be set
out. Hope this helps.
On Oct 21, 2009, at 3:23 PM, Katta, Lokesh Katta Subramanyam wrote:
Hi All,
Is it possible to Hold ticket when waiting for customer input, so
that the SLA clock stops ticking until there is a further action on
the ticket?
Thanks and Regards,
Lokesh
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