Lumenfold notes https://lumenfold.eu/notes/ Practical notes on ITSM and ITOM. en On Hold is where SLA reports go to liehttps://lumenfold.eu/notes/on-hold-sla/https://lumenfold.eu/notes/on-hold-sla/Tue, 27 Oct 2026 08:00:00 GMTThe 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.