Stop SLA when state of ticket is "postponed" or "pending reminder"

[Nilufar]

Hello kixdesk team!

Please is it any way to make SLA stop when ticket state is "postponed" or "pending reminder" ?

Thank you for your assistance.

[Tino Voigt]

 Hello Nilufar,

you can define the states, which stop the SLA, by using the SYSConfig Key: Ticket::EscalationDisabled::RelevantStates.

Best regards, Tino Voigt