11.4. Pause SLA Timers When Awaiting Client or on Custom Ticket Statuses

Navigate to Settings > SLA > Pause Rules tab. Pause rules define when SLA timers should automatically pause, so time spent waiting on the client or in certain statuses does not count against the SLA.

Pause on Awaiting Client

• Pause on Awaiting Client: When enabled, the SLA timer automatically pauses whenever a ticket's response state changes to "Awaiting Client" and resumes when the client responds. This setting is enabled by default.

Status-Based Pause Rules

You can configure specific ticket statuses to pause SLA timers. The Pause Rules tab displays all available ticket statuses with a checkbox next to each one:

1. Check the box next to any status that should pause SLA tracking (e.g., "Waiting for Parts," "On Hold," "Pending Vendor").
2. Uncheck to disable the pause behavior for that status.
3. Click Save Changes to apply.

When a ticket moves to a pausing status, the SLA timer pauses. When the ticket moves to a non-pausing status, the timer resumes and deadlines are shifted forward by the amount of time the ticket was paused.

Tickets created directly in a pausing or closed status. The creation status is evaluated up front, so a ticket raised straight into "On Hold" or a closed status does not start an SLA timer that then has to be corrected. This matters for tickets created by automation, API, or RMM alert rules, which often skip the open states entirely.

How Pausing Works

• When SLA is paused, the time spent in the paused state does not count toward response or resolution deadlines.
• When SLA resumes, the response and resolution deadlines are shifted forward by the pause duration. For example, if a ticket was paused for 2 hours, both deadlines move 2 hours later.
• The ticket's SLA status indicator changes to Paused (gray) while paused.
• The total pause duration is tracked and displayed in the ticket's SLA information.