I've a requirement that when an SLA is paused we'll wait 2 BDs and then resume it regardless of it's resume conditions
We pauses the incident when the state is set to on hold and the.on hold reason is awaiting for caller's information but we won't it to be paused for a long time even if the state don't change from on hold
So it's required to wait only for two business days and if it doesn't change we'll resume it .
So how can I achieve this ?
I have a requirement where, when an SLA is paused, it should automatically resume after 2 business days, regardless of its resume conditions.
Currently, the incident is paused when the state is set to On Hold with the reason Awaiting Caller’s Information. However, we don’t want it to remain paused indefinitely if the state doesn’t change.
So, after 2 business days, if the state is still On Hold, the SLA should resume automatically.
How can I implement this?
