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ReportHello, I have followed the instructions on how to set up On Hold Time and have set the Statuses for when it should be On Hold. The SLA has Pause enabled and the SLA pauses.....but On Hold Time does not update.
Can someone help me with this as everything I find online isn't helping.
The troubleshoot SLA timers doc just tells me what I already know.
Do you have to have scheduled working hours for this to work?
I've seen other posts without answers on this subject so I hope that I get an answer.
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