Idea ID: 1792343

Adding new status which stops SLA clock in SMA-X

Status : Under Consideration
over 2 years ago

Requirement: Add the capability to stop the clock with custom statuses.

Business Case: We need to have more than one status Pending that stops the SLA for a Request or Incident. This will allow agents to distinguish easily with a glance where the cae is. It will also allow for additional reporting capabilities. For example:

Pending End User (this one is out of the box)

Pending Internal

Pending Implementation

Pending patch installation


The current limitation is too restricting.