Request On Hold and Due By Date

Request On Hold and Due By Date

I have a quick question about SLA. I created a simple SLA for a customer in MSP.  It is set to Low Priority tickets with these values

Response 12 hours

Resolve 7 days.

 

I created a test ticket for that customer. The SLA ran and filled in the Response DueBy Time and DueBy Date fields. I then changed the Status to On Hold – Customer Working.

 

Shouldn’t the Response DueBy Time and DueBy Date fields change since the ticket SLA is paused?  If it doesn’t then those dates/times are wrong? Am I missing something? I see the SLA is paused in the Time Elapsed Analysis tab but how would the technician know when the SLA is breached if those fields don’t update?


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