you can set out the update time by placing the ticket to pending, but as soon as an answer comes, then the update time will escalate the ticket. Both First Response Time and Resolution Time cannot be set out. Hope this helps.

On Oct 21, 2009, at 3:23 PM, Katta, Lokesh Katta Subramanyam wrote:

Hi All,

Is it possible to Hold ticket when waiting for customer input, so that the SLA clock stops ticking until there is a further action on the ticket?

Thanks and Regards,
Lokesh

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