Currently we did up-gradation kaseya server 6.2 to 6.3 including service desk after up-grade service desk tickets are not taking Ticket Pause time when ticket in Hold status so it’s showing all tickets missed goal time in Ticket change procedure we write if ticket status has changed contain "Hold" next step PauseTicketGoal else ResumeTicketGoal
Note: When ticket we changing status to “hold” Due date and time is hiding but not pausing the time its mean times keep running. So in that state we found the issue in product.
Now issue has resolved we applyed new hotfix please refer the below screen shot for hot fix details. Thanks for your support.
This was addressed in a hotfix (ticket CS171112). This should be released soon.
Thanks for your reply we are waiting for hotfix
Thanks once again