How can I stop the SLA violation when I have some tickets status on stalled/waiting on user or 3rd party. Can it be done through custom ticket rule?
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in short .....you can't !!

When the SLA code was put in the dev team thought it was better to give the Dell "spin" on best practice as opposed to actually coding the tool to do what the rest of the world expected and understood.

Hence with the current 6.4 versions of the Service Desk you are actually unable to stop the SLA clock, regardless of the status of your ticket. 
Answered 09/19/2016 by: Hobbsy
Red Belt

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