Hello,

Guys, I need help.

In our installation of ServiceDesk Plus, we have a problem with SLA Timer. Despite we have set timer stop for On Hold Status (default) timer don’t consider pause.

For example SLA 4h, timeline: work – 4,5h, On Hold (wait for Customer response) – 8h, work – 0,5h, closing the ticket.

Service Desk calculates 9h of delay, instead of real 1h.

How can we configure the system in our way?