When a milestone does not meet certain criteria and disappears from the user layout - does this pause the entitlement?
I went into the Milestone Time Settings and enabled "Stopper time and actual elapsed time".
I am trying to understand that if we have this setting enabled, does the milestone automatically pause when status = "Awaiting Customer Response", but still calculates the "Gross" or "Total" SLA completion time.
Overall, when the status of the case moves to "Awaiting Customer Response", I want to pause the entitlement, but at the same time, I still want to report on the total time it took for the Entitlement to complete. Can I rely on the fact that if the milestone does not meet certain criteria, that it actually pauses until it comes back into meeting criteria.