Hello, we are facing a problem with SLAs and the fact that for some tickets we need a customer reply before proceeding. Example: 1) We have a 24H SLA for a ticket and 2 hours have already elapsed since its creation. 2) Then we need to send an email to a customer requiring additional info. 3) The customer replies after 10 hours, leaving us only 24h - 2h - 10h = 12 hours left to solve the ticket. This behaviour is not acceptable for us because it is not our fault if the customer replied in 10 hours. We should be able to put a ticket "On Hold" and this should also not count against the SLA for the ticket, for example when we put the ticket in state "waiting". It should resume counting time if the customer replies or we change the state to any "non waiting" one. Do you know if OTRS 2.3.3 supports this or how it can be implemented? -- Greetings, Stefano Coletta Unidata S.p.a. Via Portuense, 1555 - 00143 Roma Tel +39 06404041 Fax +39 0640404002 E-mail s.coletta@uni.it