Hello everyone,
In System settings i have set "na čekanju" (on hold) status to be pause status on the Ticket entity to which SLA is applied. Yet, when i set status to be "na čekanju", timer says "Cancelled" instead of "Paused". Also, when ticket status is set to "in progress", the counting continues, but not from the time when it was paused, it seems like timer continued countdown despite the fact that it was paused. Also, when failure time is reached, it just continues counting, and failure action (send email) has not been triggered.
After reading many articles on how to properly set up SLA, i failed to understand why the SLA is not working as i think it should. Any help would be appreciated.
