I have put a few incidents in an "on hold" state but don't want our SLA that notifies us after 5 days of inactivty that there is a breach for these specific incidents placed "on hold". Is this possible?
Do you want this for all incidents that are"on hold" or just for some incidents ?
Hi, I would like this for all incidents that are put on hold. Thank you!
We have created a new Custom State for 2 reasons, we felt 'On Hold' didn't give the requester the reason it On Hold and secondly we could apply SLA rules to this new state. We still use On Hold occasionally
Hope this helps
Sure, what did you call your new "state"?
And I checked our service desk and On Hold is not set to apply the SLA.
We have called one of our custom states 'Item Ordered' where we have an SLA with our suppliers, this SLA is built into the Tickets SLA so we need the clock to keep running
If you need anything else just let me know
Thanks Steve for your replies! I am working through this with some new settings!
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