Subject: LM ticket status
From: Arjun Hurry <[email-masked]>
To: Pritish Nandi <[email-masked]>, Shakeel Ahmad Hajam <[email-masked]>
Date: Wed, 1 May 2019 14:03:42 -0700 (MST)

Hi Pritish, 

Please set the ticket status to 'Waiting on Customer', instead of 'Open', because open seems to set the resolution SLA timer. E.g. ticket 1913, I had it pop up as overdue right now (around 2:30am) 

Cheers, 
AJ