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Enhancement to On Hold function


Alisha
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Good afternoon,

Please could we request an enhancement to use the On Hold functions without stopping the SLA.

This would be very helpful to us when managing our Third Party requests. For example, if we set the sub-status to 'Third Party' and add a chase/follow up date, we can use this to filter our queue so the request only appears back in the queue on the date specified without stopping the SLA on the Incident.

Many thanks,
Alisha

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On Hold means the SLA is paused - otherwise it's not on hold!

I think you're looking for an Active Sub-status that has an expiry time - the trick there would be to know what Status/Sub-status it reverts to once the Third Party Sub-status has expired.

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