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This is especially useful if you are supporting products in different time zones, and your contracts specify response times dependent on your customer's time zone. You can also pause the SLA on company holidays and/or on specific dates and days of the week.
When the SLA is paused, the Target Date will be moved forward for as long as the pause duration itself. For example, if your SLA is paused for 10 minutes, the Target Date will also be 10 minutes later than what was originally calculated. This change will also be reflected in the elapsed duration.
Within Time to SLA, you can select statuses and field values that trigger the SLA countdown to pause.
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Status is any of the selected status(es) – You can pick various statuses (To Do, In Progress, Done…). Once your SLA is in one of these statuses, it will stop counting and will continue to count only when it leaves this status.
The field value satisfies a condition – To pause the SLA on a certain field value, simply set the field you want for the statuses where it should be paused. You have numerous field options.
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If the SLA Goal is a negotiation date, keep this in mind: When the Pause condition is met and your SLA is paused, the Target Date won't be moved forward. For example, let's say your SLA has been paused for 5 minutes. If the SLA Goal is not a negotiation date, the Target Date will be moved 5 minutes forward. |
You can see what a paused SLA looks like on the SLA Panel below.
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