Are you trying to create a status for appending approval that stops teh clock?
Thanks for the response.
Hopefully it's not as complicated as that. For our current with 3rd party & with customer statuses we don't actually stop the clock since we don't record or are measured against total ticket time.
We utilise these statuses to track calls that aren't in the "In Progress" status that we either need to chase up a customer/supplier if we're not getting a response in a suitable time.
In a similar way, we have tickets raised that we need management authorisation that we'd like to put in this new status "pending authorisation" and be able to track these particular tickets as opposed to those just in progress.
Hope that makes sense and add some clarity
if I understand you correct, this should be very simple. Just go into the process designer int Business objects, create a new "Other" status "Pending Authorisation" and connect this with two actions to your "In progress" status.
The simplest way is to create two windowless actions "To authorize" to get to the new status and another action "Authorised" to get back to Pending. If you need more logic, you can send emails or automatically assign to the people that should authorise the ticket.
You can use for example the built in "Access Request" process...here you can see how a design could look like
Hope that helps