SLA - Counter is not paused

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Posted on by KnCisko

Hello,

i have created enhanced SLA for custom entity (ticket), which is checked to Allow pause and resume. Also, on System Configuration settings i have set "waiting for customer response" status reason to be the pause status on Ticket. But when I select that status on ticket and save it, counter resumes counting as if nothing happened, although it is in the status which should trigger pausing. I have read every blog i could find and can't figure out how to make it to stop.

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