Pausing a Case SLA after a specific time daily when a Work order has been created

[Sarah Barnes]

Our customer want to be able to Pause a case SLA after a specific time daily based on a Work order being Active and Initialed from (Case) being not Empty. 

We initially created something in Flow Designer and whilst that paused the SLA in state - it did not pause the time. We have been looking at it in more detail, however we appear to be having issues. 

Can any one give us any pointers, which would enable the case SLA to pause based on a WO being created. 

All pointers welcome

[Allen Andreas]

Hello,

Are you using the action status feature with CSM? If so, then the case normally is "blocked internally" when there's a pending task associated to the case. You can set the pause SLA condition that if the record is blocked internally, it pauses it however, that would be the case for the process and you may just want this to pause SLAs for work orders. There isn't anything out of box that you can set in the SLA definition to drive off a work order being open and active unless there was something on the case record to tap into, specifically.

With that said, if this is a standard process for your customer, then it could warrant the creation of a field on the case table that you could tap into and then use a business rule to set it (such as a checkbox true or false). Then, in the SLA definition, you can use that as a pause condition parameter.

[Sarah Barnes]

@Allen Andreas 

Thanks for you reply, the issue we have is it needs to be paused at a separate time from the case. eg the case SLA is 8am to midnight, however if a Work Order is raised against that case then the SLA is 8am - 8pm,  - and all the time the Work order is active then the SLA should be 8am - 8pm. 

Initially we were working off of a field, however as the customer could be working on the case before potentially creating a Work Order - it needs to be the creation of the Work order to trigger the pause to happen at 8pm. 

Then if the Work Order closes the SLA continues until the case closes... 

Customers are never straight forward - however the fact you can't use Work order or even time (without schedules) in a pause condition OOTB means we will have to customise it and we didn't really want to go down that route 😞 

If you have any other great ideas I would welcome them. 

Thank you 

[Allen Andreas]

Hi,

My apologies if my reply wasn't Helpful, but it appears it prompted you to add much more to your post, which it would be great in the future if you included details like you've mentioned here, in your original post 🙂

As far as any other great ideas, that's really about it because it's the way the platform works. Here in this post from 2017, you can see Chuck Tomasi suggest coincidentally, the same thing I mentioned here, basically: https://www.servicenow.com/community/itsm-forum/i-need-to-be-able-to-pause-my-incident-sla-s-if-an-i... 

It also complicates things further when you're saying the SLA time is different as well. You may need to circle back with the customer and try and narrow down the requirements a bit more to find out the true need (5 whys) and see if that discussion brings a better way, else you'll need to customize, due to the customer's requirements, as I mentioned above. Sorry!

[Sarah Barnes]

@Allen Andreas  we are testing tonight re your second paragraph on your first response as we believe this has resolved our issue - if it has we will mark it as accept solution in the morning. 

Thanks again