Plan requirement
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| Access | Admin |
Advanced settings change when the clock starts and pauses, which is how an SLA stops punishing you for other people's delays.
Where they are
Inside the policy, alongside the targets. They apply per target rather than to the whole policy, which is what makes them useful and slightly fiddly.
Pausing on more than pending
By default reply targets pause while a ticket is pending. Advanced settings let you pause on other statuses too, most usefully on-hold.
That is the fix for the recurring complaint that a ticket waiting on a supplier breached. If your process genuinely involves waiting on third parties, an SLA that ignores on-hold measures something you cannot control.
Choosing when the clock starts
Some targets can be set to begin at a moment other than ticket creation. Useful where triage happens first: a ticket that must be classified before the right team sees it should not spend its whole first-reply budget in a queue.
Be careful with this one. Moving the start point makes your SLA measure your process rather than your customer's wait, and those diverge.
Which targets to apply advanced settings to
Do it deliberately, per target, and write down why. An SLA configuration with different pause behaviour on four targets is impossible to explain to anyone six months later, including yourself.
Whatever you configure, say it out loud to the team. Agents manage to the clock they see. If it pauses on on-hold, they should know, because that changes when they use it.
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