I would like to see in a future release a hold feature.As part of ITIL, this feature is great to have.Especially with an SLA, it can pause your SLA timer when waiting for a response from a requestor, the SLA timer should not keep running.The hold function should work something like this:agent responds to clientAgent had the ability to placed incident on hold for predetermined times system admins have set; 1, 2 or 3 days etcWhen client responds to incident, the hold timer automatically ends and the SLA timer continuesAgent gets an email that client has respondedIf client does not respond within the hold time set by the agent, the incident is taken of holdAgent gets notification that incident has been taken off hold.