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.

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Browse other questions tagged or ask your own question.