johnson-chong
An SLA can be Transient or non-Transient. If Transient it can be overridden on Help Topic change or Department Transfer. There is no way to change SLA on Ticket Status changes.
By default SLAs calculate DueDate times based on the Grace Period starting immediately once the Ticket is created or once the SLA is set. With that being said, SLAs can calculate DueDate times based on an attached Schedule. So if you want you can create a specific Schedule that’s always a holiday, create your SLA named "Pending", attach the holiday Schedule you created, and now once your Agents set the Status Pending they can also set the SLA to "Pending" so the SLA timer stops calculating. Then once they are ready they can set the SLA to whatever they want and it will calculate a new DueDate.
Cheers.
