We use Smartsheet as our ticketing system and v get tickets from internal customers. Most of the time, my team needs to get some confirmation or some additional information from the requestor. In the workflow that I created, I had put the number of days my team has, to complete a ticket. So if a ticket is submitted and v choose that it should be completed in 30 days, the countdown starts immediately when the ticket is assigned. But as most of the time need additional information from the requestor, I want the countdown to pause until we get an update from them. How can I do it?
And we have status column. So to be precise, when I choose "Additional info needed", as we are waiting from the requestor I want the countdown to pause. And when v get a response and I will change the status to "In progress", I want the countdown to start again. Any ideas??
