Feature request - pause SLA timer and recalculate "Due date" #6438
Andruxxxxxa
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1 vote for you. My company also need it |
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I kindly request that OS Ticket could include a feature that enables the pause of the SLA timer, allowing for the recalculation of the due date when the timer resumes. Use case is the following - Our customer contract outlines penalties for failing to meet SLA targets; we calculate our "pure" work, not including the time required by the customer to collect and provide the necessary information. Scenario is quite usual for many companies.
I thank you for taking the time to consider this request.
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