- At minimum the Pending status should pause the SLA.
- At best: the flexibility to allow customisation to choose when to start and stop SLA time count.
We have now added an option to exclude Pending statuses from SLAs where required.
You can read more about this below:
In certain circumstances, we are finding that we may need to 'suspend' the SLA for a certain period of time. It would be good to be able to have the ability to Enable or Disable as required (instead of having to change the method of 'applying' to Manual and then having to recreate all the rules to apply again)