As strange as it sounds, our service desk users are finally coming around to submitting service request tickets in advance of when they are due. With that change in behavior, we are now needing to place tickets on hold until the request date arrives or a few days before the requested date. I am thinking if there was a ticket state option which would include a date, such as Hold Until mm/dd/yyyy where the date was set at the time the ticket was placed on hold. This would suspend the SLA clock, and then automatically bring the ticket back into focus on the specified date. It should be available for a wide range of hold states, such as hold for service call, hold for parts. Perhaps it should be an option for any state created, to active an "until date". Would simplify many of the user requests for reminders, or setting up automation rules and custom date fields.
Another option to a specific date would be an until days, such as Hold until 3 days pass, or Hold for Approval for 7 days.
Some sort of preset/defined time limit/delay when selecting certain custom ticket states would be a great improvement to ticket management.
