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You can see what a Paused SLA looks like on the SLA Panel below.

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Tip:

If you want to see the pause details on your SLA Configurations screen, simply click the columns drop-down menu on the top left-hand side and tick Pause on.

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Next, we’ll go over how to set Pause conditions for SLAs. Your options are:

1. Pause the SLA when the status is any of the selected status(es)

2. Pause the SLA when the field value satisfies a condition

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Pause the SLA when the status is any of the selected status(es)

1. Go to SLA Configurations, and click Add New SLA Definition.

2. Scroll to the Pause section, and click the Add one now button.

3. Select Status is any of selected status(es)..., and click the drop-down menu to see all possible field values.

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4. Click the status that the SLA requires in order to pause.

5. Click Confirm, and the selected condition(s) will now appear in the box.

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Pause the SLA when the field value satisfies a condition

1. Go to SLA Configurations, and click Add New SLA Definition.

2. Scroll to the Pause section, and click the Add one now button.

3. Select Field value satisfies a condition..., and click the drop-down menu to see all possible field values.

🔁 Recap

We just learned how you can pause an SLA, which concludes the Creating SLA Conditions chapter. Let’s do a quick recap of some of the most important points:

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