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When a SLA is paused and resumed, how can we stop the timer to recalculate.
An SLA is paused at 3hours and resumed after 1 hour, now the SLA timer when resumed starts at 3 hours + paused time.
How can we customize the timer so it doesn't calculate the onhold time.
It should'nt calculate the On Hold time when Paused, it should resume from the same time.
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