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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. |
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