SQL update for SLA Hold being overridden
When I use the following article below, the rule WORKS - however, it is quickly overridden by other custom rules that are set to "Recalculate due dates." We have multiple custom rules that auto-set the priority based on the customer impact and categories.
https://www.itninja.com/question/kace-stopping-the-sla-timer-when-ticket-is-in-waiting-on-customer-or-on-hold
Answers (1)
So because you have rules that recalculate you will not be able to use this rule. Perhaps someone from Quest would like to feedback as to why after almost a Decade of asking, KACE SLA’s still do not work as the rest of the IT world thinks they should??
The only option you have to work this and be able to stop the clock would be to disable all built in SLA’s and then just use custom ticket rules to manage on hold or active.
