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can I suggest that your SLO build in the time that it takes a vendor to resolve the job..
e.g try and match up YouR vendor SLAs to your Custer SLAs (while building in a little fat) this is the ITIL approach anyways.
ON A side note, I can see how this feature would be useful for waiting on users..
I was told this was on Cireson's map 2 years ago and not heard anything since. We too would like the ability to pause SLAs on certain criteria e.g. Incident moves to "pending" state. We are currently achieving this using a crude workaround.
That shows a way of doing it, but as the article mentions this is not supported by Microsoft. We've looked at implementing this, but have had a lot of pushback. It's possible we will still integrate something in the future, but we've put this on hold for now.
Any chance that this is on the table again for consideration?
We've been successful using this for Incidents for many years. Now Leadership wants to implement the same thing for Service Requests. Think this should be easily adaptable?