SLA : Set Ticket Status to "Pending" when have a question to the ticket requester
Stop running SLA counter on an assigned ticket with SLA in case the technican have a call back to the ticket requester. The ticket status shall be changed to "Pending" by the system.
Right now the ticket status must be manually changed to "Pending" by the technican. Otherwise the SLA will not work as desired. Sometimes the technican forget the change so the SLA is not calculated correctly.
Customer support service by UserEcho