How to stop the sla time of a service ticket
Is there a way to stop or pause the sla counting time of a service ticket?
I have a scenario, where I get a service ticket, and I have to stop the sla counting time, because I need a response from a third person, not involved at that time.
I´m using webclient, and my guess, is, there something realted to status, sla and actions, but not sure about.
Could somebody give me some advise or a clue about it?
Answers will be rewarded.
thanks in advance,