Adding new status which stops SLA clock in SMA-X

Adding new status which stops SLA clock in SMA-X

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.

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Waiting for Votes

Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team. 

Frequent Visitor.. AlexPt
Frequent Visitor..

Also, Pending vendor doesn't stop the SLA for a Request.  

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