as soon as a request is assigned the OLA for Time in Group starts. However if there is a pending approval this target can be breached, before the request is approved. Does anyone have an idea on how to "pause" the OLA until the request is approved, or start the timer after the request has been approved.
What I have tried/considered so far:
- adjust Business Rules that start "Approval and Time in group targets" - can't be changed as it is locked
- start/stop SLT/OLT with one Business Rule - seems to be not possible
- set Status of the Request to "Suspended" to pause the "Time in Group" OLT during Approval - this will also pause the "Approval" SLT