I would like a function that enables a role to retrospectively mark a period of time on hold.

It happens on a regular basis that my technicians do not put calls on hold when waiting for customers to provide further information etc. This means that some calls breach the SLA through no fault of ours. it would be good to be able to add a block of time where the call should have been on hold so that the time elapsed for SLA purposes is corrected.

Would this be possible using the workorder history table as a work around?

Thanks

Rob