How to pause SLA in TTS plugin when ticket is assigned to a certain user?

[Ionascu Irina]

Hello,

Right now I am using the TTS plugin and I would like to pause the SLA when the ticket is assigned to the customer, but I am not sure this is possible. Does anyone know if this is possible ?

Thanks,

[Tansu Akdeniz]

Hi @Ionascu Irina ,

As I know, you can pause SLA by defining paused statuses.

Here the documentation: https://confluence.snapbytes.com/display/TTS/Defining+SLA

Does agent change issue status while assigning it? What is the use-case?

Regards

[Ionascu Irina]

Thanks for the answer @Tansu Akdeniz , but I would like to pause it depending on the assignee and not the status. I am already pausing it by status, but I need to also pause it by assignee. 

The use case is that we are assigning a ticket to the customer when the issue is in their side for example, in that case the ticket should stay in progress as it´s an ongoing issue but the SLA should be stopped / paused in our side

[Tansu Akdeniz]

Got it. When you assign a ticket to customer for pending/info purpose, it is better to change issue status as a best practice.

[Ionascu Irina]

Ok, so for the moment there is no way on pausing / stopping it by assignee right?