Is there a simple way to find out how much time is left on the SLA counter when a ticket is in a Pending status?
We have tickets that are in Pending status, and we have updated our SLA policies.
If we touch the tickets for them to get the new policy, we will not see how much time is left as long as the ticket is Pending.
The SLA Event Tracker app will not show the history when SLA is paused (and if it did, we would have to manually calculate all the time diffs between the different timestamps in its log.
Another method would be to show all events on the ticket and then to manually calculate all the time periods that have passed between each event that changed status.
The easiest solution would be to change the ticket's status to Open/On-Hold, get a quick glance at the SLA timer and then put back in Pending, but that is customer-facing and might alert them about that.
Is there any other way, especially one that can show it for a number of tickets and not one by one?