and using merging tool from ticket list, I have this error :

POST mydomain/scp/ajax.php/tickets/381/merge 400 (Bad Request)
send @ VM197 jquery-3.5.1.min.js:2
ajax @ VM197 jquery-3.5.1.min.js:2
(anonymous) @ VM209 scp.js:684
dispatch @ VM197 jquery-3.5.1.min.js:2
v.handle @ VM197 jquery-3.5.1.min.js:2

Hello, when I try to add a ticket on merging system, I have this error in inspector :
Uncaught TypeError: Cannot read property 'toString' of undefined
at HTMLButtonElement.onclick (tickets.php?id=381:25)
onclick @ tickets.php?id=381:25
Result is that I cannot click on "add a ticket" button, which prevent any marging.
thx for your lights !

yes you're right, this can be a tricky way to avoid bad SLA.

but anyway, this is something that is truely needed. Lot of times, we need more information / feedback from customer for better diagnosis, and waiting for him, we cannot let the sla running !
Other situation is when we have thrid provider, and then, we cannot let the SLA running wither when we are waiting for third provider.

Badly used, pending status is useless, you are right, but anyway, this is something truely needed for at least the 2 reasons I gave ? I hope that developper will / have already understand that ?

ok but the custom status is useless if this does not stop the clock. this is a real lack in ticket system. Any system of ticketing has pending status. You can even find it in ITIL processes, which is one of the most used in incident managment certification.
Do you think this is something osticket will consider to add in closed futur ?!

Hello,
it seems that this question has been already asked, but I did not see any concrete answer. how can we set a ticket in pending ? or basically, how can we stop the clock from SLA ?
In many tickets, we need to wait for customer feedback, but we cannot keep the sla running. then, how can we add a new status "pending" or "on hold" in order to prevent the SLA to expire ?!
thx !