SLA Stops

[hasitha]

Hi Team

Can you please let me know how to put SLA on hold when we expecting customer feedback?

Thanks

Hasitha

[jojo]

this is only possible with the SLA for Update time if the Ticket is in a pending reminder state.

For all other purposes you would need aadditional modules, like the OTRSEscalationSuspend or if you need more flexibility and reporting the OTRSAdvancedEscalations which you can get for free as a Service contract customer