How to stop the sla time of a service ticket

Hello Folks,
Is there a way to stop or pause the sla counting time of a service ticket?
I have a scenario, where I get a service ticket, and I have to stop the sla counting time, because I need a response from a third person, not involved at that time.
I´m using webclient, and my guess, is, there something realted to status, sla and actions, but not sure about.
Could somebody give me some advise or a clue about it?
Answers will be rewarded.
thanks in advance,
Luiz David

Hi Luiz,
Status needs to be selected in the conditions. Follow the below steps
1. Select the actions in conditons
Goto   Spro -->  IMG --> CRM --> Action --> Actions in transactions --> Change actions and conditions  --> Define conditions
and click on your action profile and open the action
2. Go to the start conditions tab and click on the edit conditions
3. Click on the condition definition space and expand the container in the change condition pop-up box
4. Double click on the status table and choose the new user status in the constant field
5. Select the operator as not equal to
Hope it helps
Regards,
Madhu

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