SLA Timers + Awaiting Customer

mrbell1984

Hello,

I have a question in regards to SLA timers. If a status is 'awaiting customer' how can the timer be paused for the SLA automatically?

Would it be possible to do such a thing? Great software by the way seems packed full of features.

Keep up the good work!

ntozier

SLA timers are not paused for statuses. You can get them to pause by setting up a schedule and entering your operating hours. This will cause the SLA timer to count down only during business hours. Other wise there is no pausing an SLA in osTicket at this time.

mrbell1984

Thanks for this. Would it be worth adding something like a Paused SLA in the future or maybe a waiting for customer/on hold status? Would really be good to stop a countdown on certain tickets.