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On this page, you’ll learn how the SLA Pause function works as well as how to use it. This page has two main parts:

1. SLA Pause Function Overview

2. How to Set Pause Conditions

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SLA Pause Function Overview

In many cases, you may want to pause the SLA calculation when the ticket is in a certain status (often as you wait for a customer response) or, depending on the individual contract, on holidays or outside of working hours.

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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Your options for Pause are:

1. 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.

2. 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.

Important:

You can see what a Paused 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 SLAs, 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 SLAs, 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.

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

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

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🔁 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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