Is anyone else wrestling with the issue of using the 'On Hold' Priority to suspend SLO time calculations?
Our IS&T department director is focused on SLA/SLO so we are using the On Hold Priority value to suspend the SLO time calculations. This is done to 'pause' the SLO time calculation while we wait for some action (requester answer a question, vendor response, etc...).
Using the SLO module means there needs to be a way to suspend the time calculation, but changing the assigned Priority to On Hold to make that happen is not the most effective solution. This is keeping us from running reports by service request priority since every service request not actively being worked as an artificial Priority of On Hold.