I'd like to bug you for a suggestion. We have a specific department that use tasks for their work within the incident but use the Incident SLA and clock. Is there a way within the Task process to Stop/Start the Incident Clock for things set in the Task. For example, they send a task to the Desktop Queue (whilst keeping the ticket in Service Requests) specifying that delivery is awaited. At this point I'd like the Incident Clock Stopped and when the Desktop Engineer confirms delivery I'd like the Task to restart the Incident Clock.
I'm not entirely sure I've clearly explained that, but if anyone could be of assistance in this I'd be grateful. Alternatively if I'm barking up the wrong tree and it can't be done that'd be okay too and I'll stop wasting my time trying to do it