2 Replies Latest reply on Jun 19, 2019 2:32 AM by Veerakumar vadivelu

    SLA clock not pausing

    Joshua Epler
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      We have tickets that when put on are automatically sent out for approval and are "Pending Approval". In our SLA's we have "Pending Approval" as a cause to stop the clock. The clock is not being paused when the ticket is opened (and obviosly automatically set to Pending Approval). If we change the status to "Open" then back to "Pending Approval" the clock is then paused. Any suggestions on how to resolve this issue?