Answer / sri

Hi,
When the ticket is on suspended mode there will be no count
in time.So its always better to give a reason for
suspension and put it on suspend mode.
Other way please assign it to user asking for more
information,dont put that in your queue.
Resolution process as a consultant we will not work on it
its a management decision...but if you feel more
enhancement is needed then you can close the ticket and
make it as ISR.Internal service request.

Hope this helps.

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