Hello -

We have SLA's configured which automatically sets the Due By Date. However, when we service the request, there may be a situation where we need more information from the customer so we have a status called "Awaiting Client Action" that stops the timer.  Once the customer responds, it automatically gets set back to "In Progress".  However, the Due By Date does not get pushed out.  Why is this? Is this expected behavoir?

My thoughts are the Due By Date would shift out as many hours/days the timer is stopped.