KACE Product Support Question
[KACE] Stopping the SLA timer when ticket is in Waiting on Customer or On Hold
07/06/2018 1309 views
According to the SLA that our company set up, a ticket that is waiting for a customer to respond or a ticket that is waiting on a third party (licensing, certs, etc) is not part of the SLA due date. For instance, if a user were to request software but take a week to add approval for a manager, the ticket should have a work time of however long it took for the ticket to be assigned and the software to be installed once approval was given. Right now, there is no way for the timer to be paused through the status although it is set to "stalled". Is there a way to use the SQL custom rules to stop the timer on status entering "waiting on customer" or "on hold" and start the timer on status being put back to "in progress"?