1 Reply Latest reply on Feb 11, 2019 9:26 AM by Jonathan.Schmidt

    Escalation clock pause

    MNABET Apprentice

      hello,

       

      We have some questions wih escalation clock.

       

      When a user say us "I go to holiday for 1 month", how can we pause the "autoclose" waiting customer clock ?

       

      And the reverse, when an analyst schedule an update of a server for a specific date, how can we pause the clock for the incident ?

       

      Thanks

        • 1. Re: Escalation clock pause
          Jonathan.Schmidt SupportEmployee

          Hi MNABET,

           

          Escalation clocks being paused are typically configured based on the record's status.  The most straightforward way to accomplish this is to make a new status for "Suspended by customer" or "Scheduled for Change" and then set those states to pause your escalation clocks.

           

          Jon