SLA policy based on Status of ticket
PlannedSetting up SLA policy, it would be a great option set it up based on the statuses, when to pause it and when not. To avoid to create triggers and automation that will do this job that sometimes doesn't work.
Example just choosing that all ticket when in Pending the SLA is paused will make a huge impact and create less confusing in organizing triggers.
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I would like to push this topic a little in hope of further planning and implementing.
To set up SLA policies based on ticketstatuses is something most of our customers demands. Not having that option or even the option to build a workaround on the existing possibilities, keeps us in the struggle to fullfill our wish of being able to support our customers in the best way possible.
Even tho this topic is already flagged as "planned", i hope i can push the implementation a little as it urges.
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