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How do you make state="on hold" exempt from SLA's?

Question asked by Jim Kender on Feb 14, 2018
Latest reply on Feb 15, 2018 by Jim Kender

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?

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