In RemedyForce, currently the Due Date progress traffic lights do not take into account the Pause Status, which is misleading when viewing from the Console.
Per our BMC representative, "This confirms that we do have a gap in being able to signal 1) that a ticket is paused and 2) whether at the point of pausing we were within or outside our SLA."
1. Is there a way to fix it by taking the Pause Status into account within the Due Date Progress field?
2. Add the Service Target field that can be added as a Column to the Console view.