notes
Short, practical notes on IT service and operations management: what to set up, what to measure, and where it usually breaks.
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27 October 2026 · ITSM
On Hold is where SLA reports go to lie
The On Hold state stops the SLA clock, so it's also the easiest place to hide a late ticket. How to set it up, check it, and decide what the clock does when a ticket goes to development.