Khairul Nizam Bin Kamdani

If I put the state "On Hold" or "Awaiting Input" the SLA timer should stop right?

Discussion created by Khairul Nizam Bin Kamdani on May 10, 2016
Latest reply on May 12, 2016 by melody.gay@samanage.com
If I put the state "On Hold" or "Awaiting Input" the SLA timer should stop right? But why when the incident is resolved, service time to resolution still calculate time from incident created until resolution although it should stop calculating the time in between?

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