I am guessing from reading the forum that this may not be possible, but before I submit an ER does anyone have any ideas on how to globally stop the SLA clock on open incidents?
I understand holidays can be input to stop SLA clocks, but these need to be input in advance as incidents created and live before the holidays are input will not stop the SLA clock.
I also know it is possible to stop the clock on individual incidents by putting some action in the process to do so.
If we wanted to stop the SLA clock at the eleventh hour due to exceptional circumstances (such as inclement weather meaning open incidents could not be dealt with by support teams) both methods above would not suffice.
We would be happy to look at SQL scripts that may be able to achieve this.