Could you please share a flow how do you resolve an issue to pause a current SLA if the ticket has assigned "Due date" quite faraway.
In our company we have status "qualified" and if the ticket has not been taking by technician in 8 hours we are overdue with the SLA.
But some of the ticket with the status qualified has Due date quite faraway so the technician can start to work after few days ( depend on the due date assigned), but in this case the SLA will be already overdue.
Thank you in advance if someone can share their experience.
Nataliya from Italy