Hello folks,

I've reached out to support about this issue but it appears we are not understanding each other, so I hope to re-open this pain point for us and get clarity.

Here's our scenario: HR opens a future dated request (3 weeks away) for a new hire, to satisfy the first response time, we respond to the ticket. And then, for us not to break SLA, we put the ticket on hold until we can action it as the new hire is not starting until 3 weeks after.

With other ticketing systems, once a ticket is put on hold, the SLA clock stops, with ManageEngine ServiceDesk, it appears to put it on hold, but once the ticket is closed, it lumps all the time together and reports it as the Resolution time, which freaks out our management and auditors.

In the attached example below, the ticket was put on hold for 226 hours and 40 mins, but was open for technicians to work on the ticket for 24 hours and 32 mins. Servidedesk was reporting 259 Hours 45 Mins as Resolution Time and it brackets (Delayed by 33Hrs  4 Mins).

I cannot comprehend this messed up calculation and I'm hoping someone can reach out and give clarity.

Thanks,

Peter