ServiceDesk with status HOLD and SLA Calculation

Hello there experts,
I was trying to figure out a scenario with ServiceDesk and SLA... I got SLA working but thinking about the third parties that will be using the system we came up with the following Issue:
Imagine that you have a SLA enabled based on Priority then a new request of support came up... there´s a standard status called Proposed Solution... imagine that this is not the final status and its just a suggesting of solution then it must be tested by the "other side" of the support... so the SLA is counting and the bomb will blow up in the servicedesk hands but this is waiting a response from the "customer" or even a third party person that is not concerned about the SLA since its for the support and not for him.
I was thinking like: Why to control SLA if you cannot stop the clock for a "customer action"?
Some ideas came up my mind such put into the mentioned status some specific action but I dont have a clue if theres some CRM method that stops clock.
I saw some threads regarding the "Stop time" but none was conclusing... Am I thinking wrong with this "HOLD" status or u agree with me that this is a big lack of functionallity from SAP?
Thanks in advance for any idea/response/solution you may post here.

As usual a very good answer from you Pascal and I think it´s really something that lacks in Solution manager....
The "hold" status is something basic at any helpdesk functionallity who uses SLA to control the time.
I was just wondering that it could be a best practice to have a continuous clock ticking even in the situation of "Customer Action"... the SAP uses this status and I wonder if they track time and how they do that...
Anyway I am thinking to go for development but I am just leveraging some points.... following your instructions Pascal, I really have at the cockpit the option to go for Menu ->System->Changes Document to find the info about when the status was changed... Is there any other place I can check that?
Points awarded for your answer

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Hello,
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1 - In the RWB, expand the tray for "Configure Table Columns" - by clicking on a square at the right end of this heading.
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Priya

Hi Hussein,
Thanks for the suggested Docs
I 've gone through the Docs that you 've suggested And based on that made a Comprehensive analysis of the Issues and comes up with these findings even though still short of the resolution
Kindly see the following and suggest.
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SHORT_NAME
NAME
LEVEL_SET
CONTEXT
VALUE
FND_APPS_INIT_SQL
Initialization SQL Statement - Oracle
Application
OFA
BOTH
FND_APPS_INIT_SQL
Initialization SQL Statement - Oracle
Application
SQLGL
BOTH
FND_APPS_INIT_SQL
Initialization SQL Statement - Oracle
Responsibility
BIS_FIN
BOTH
FND_APPS_INIT_SQL
Initialization SQL Statement - Oracle
Responsibility
BIS_FIN-19121522
BOTH
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SHORT_NAME                                  NAME                    LEVEL_SET              CONTEXT                             VALUE
FND_APPS_INIT_SQL           Initialization SQL Statement - Oracle    Application            OFA                                    BOTH
FND_APPS_INIT_SQL           Initialization SQL Statement - Oracle    Application             SQLGL                                 BOTH
FND_APPS_INIT_SQL           Initialization SQL Statement - Oracle    Responsibility           BIS_FIN                              BOTH
FND_APPS_INIT_SQL           Initialization SQL Statement - Oracle    Responsibility          BIS_FIN-19121522                      BOTH
APPS_SSO               Applications SSO Type            Site                                                                     SSWA_SSO
APPS_SSO               Applications SSO Type            User        PROFILEOPTIONS                                                  BOTH
APPS_SSO_ALLOW_MULTIPLE_ACCOUN Applications SSO Allow Multiple Accounts Site                                                         BOTH
TS
APPS_SSO_AUTO_LINK_USER        Applications SSO Auto Link User        Site                                                           Enabled
APPS_SSO_CHANGE_PWD_URL        Application SSO Change Password URL    UnDef                      UnDef
APPS_SSO_FORGOT_PWD_URL        Application SSO Forget Password URL    UnDef                      UnDef
APPS_SSO_HINT_COOKIE_NAME      Applications Single Sign On Hint Cookie                         Site                                    BOTH
                   Name
APPS_SSO_LDAP_SYNC           Application SSO LDAP Synchronization    Site                                                               BOTH
APPS_SSO_LDAP_SYNC           Application SSO LDAP Synchronization    User        GUEST                                                 BOTH
APPS_SSO_LDAP_SYNC           Application SSO LDAP Synchronization    User        PROFILEOPTIONS                                        BOTH
APPS_SSO_LDAP_SYNC           Application SSO LDAP Synchronization    User        SYSADMIN                                              BOTH
APPS_SSO_LINK_SAME_NAMES       Link Applications user with OID user wit UnDef        UnDef
                   h same username
APPS_SSO_LINK_TRUTH_SRC        Applications SSO Linking Source of Truth Site                                                            BOTH
APPS_SSO_LISTENER_TOKEN        Applications SSO Partner Application Lis UnDef        UnDef
                   tener Token
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        Site                                                               BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        MHUNT                                                  BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        PTULL                                                     BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        MEMERY                                                    BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        RKARMER                                                   BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        CABLACKWELL                                               BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        DBAKER                                                    BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        SCRAWFORD                                                 BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        WJEFFREY                                                   BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        PROFILEOPTIONS                                            BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        PROCESS_OPS                                               BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        FAVERY                                                    BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        FBRAMER                                                   BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        GUEST                                                     BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        DAEVANS                                                   BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        RGRANT                                                     BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        MNOOT                                                     BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        PPARKINSON                                               BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        SYSADMIN                                                  BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        PGARRER                                                   BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        RDUNNE                                                     BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        PDESMOND                                                  BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        CPARKER                                                   BOTH
APPS_SSO_LOCAL_LOGIN           Applications SSO Login Types        User        CHMARTIN                                                   BOTH
APPS_SSO_MODPLSQL_URL           Applications SSO MOD_PLSQL Url        UnDef        UnDef
APPS_SSO_OID_IDENTITY           Applications SSO Enable OID Identity Add Site                                                              Enabled
                Event
APPS_SSO_POSTLOGOUT_HOME_URL   Applications SSO Post Logout URL     UnDef        UnDef
APPS_SSO_USER_CREATE_UPDATE    Applications SSO User Creation and Updat Site                                                                    Y
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   Waiting to hear from you. Please suggest
Thanks
Priya

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Hi,
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While running some requests, they complete with a warning and there is no output to view. The request log doesn't show any significant errors. What could be the reason for this and how can I troubleshoot this problem?
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Application Object Library: Version : 12.0.0
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Hi,
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Thanks & Regards,
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also check in the last page of this URL
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Thanks
Edited by: Abhishek Agrahari on Sep 22, 2008 9:54 AM

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Edited by: Sanjeev Koganti on Aug 7, 2008 9:27 AM
Edited by: Sanjeev Koganti on Aug 7, 2008 9:39 AM
Edited by: Sanjeev Koganti on Aug 7, 2008 9:43 AM

Hi,
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