+1

'Assigned (planned)' tickets should pause SLA like 'Pending'

Pierre-Yves Vasener 5 months ago 0

When one of our technician plan a task on a ticket, its status is set to 'Assigned (Planned)' but it doesn't stop the SLA clock. So, we asked them to manually set it to 'Pending' with a 'Waiting for planned task' reason but it's sub-optimal. I think having a planned task on a ticket should pause the SLA clock directly.