Hi Luiz Szilagyi,
Could you please explain me with how you solved your requirement.
I have got the similar requirement. that is, when the incident status is in pending, the SLA time should not be alculated. So that the overall time taken to close the incident would be calculated properly for reporting purpose.
Please help me how you solved your requirement.
Your help will be rewarded. Please help.
Regards,
Madhav.