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 · Accepted solution]

Hi,

Ok, great. It's all about ensuring your needs are met as well as the customer. I totally get where you're coming from, but yeah, we just have to work with what we've got, haha.

Take care! 🙂

[Sarah Barnes]

Allen, Your solution did work, however we now have another issue.... 

Basically the customer has 2 departments 1 works (CSM) 16 hours a day and the other (FSM) only 12 hrs a day.

The issue we have is when the SLA will breach as effectively if the SLA is 80hrs and stays with CSM team - it would take 5 days to breach, however if it were moved to the FSM team (where it will pause at 8pm as opposed to 12 midnight) then the Breach time would be 6days & 20hrs.

Therefore a Case with the CSM 80hr SLA would breach say on the 20th at 10am, however when moved to FSM it should breach on the 22nd at 2pm, however the issue is that Breach would be incremental as I believe and therefore the 1st breach time based on Pause/unpause would be 20th @ 2pm - 

Hopefully this makes sense - do you have any thought - without coding how we could resolve this...