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 patch installation
The current limitation is too restricting.
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