escalation stop and start

[Nadhirah DeWet]

Hi, 

I was wondering if there is a way to stop the SLA Time when the status is escalated, in the instance of outside parties having to fix an issue i.e hardware. So this doesn't affect the resolution time.

thanks 

[Mariusz Piotrowski · Accepted solution]

I assume you want to pause the time not stopping it. Either way you can do both in SLA configuration panel in a project. Add your status to the Pause SLA/Stop SLA section and save this SLA.

[Nadhirah DeWet]

yes , pause not stop. and i see it now! thank you !