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Holding incidents to pause/stop SLA 'clock' — Cloud Customer Connect
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Holding incidents to pause/stop SLA 'clock'

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

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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,

Liam

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