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Holding incidents to pause/stop SLA 'clock'

Received Response
edited Dec 15, 2015 10:46AM in Agent Desktop 2 comments


Hello, I'm hoping for some help please.

Is it possible to put an incident 'on hold' so that the SLA countdown is paused and continues when the incident is no longer 'on hold'? We have a new team looking to move across to the application who will require this.

Many thanks,


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