In CSM/FSM Workspace, For BO case, if create new CSTASK then SLA on BO case pause until CSTASK clos

[nikhil kamlekar]

Hi Team,

In CSM/FSM Workspace, For BO case, if agent try to create new Tasks (which starts as CSTASK) then the SLA attach on BO case should pause, until CSTASK is closed.

Existing configuration of sla on back-office table.

[Ankur Bawiskar]

@nikhil kamlekar 

Basically SLA is running on Parent Case but you want to pause it based on CTASK?

You can't really check in SLA of parent if child is closed or not

Workaround: handle it with custom field on Case and use that in SLA pause condition

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[Mark Manders]

You shared the wrong screenshot. This shows a workspace with a record that has an SLA attached. This is not the config of the SLA definition.

Next to that: you need some condition on the Case to have it paused. That doesn't work through parent/child relations, simply because that's a one-to-many relationship. If this is a valid business case (which I strongly doubt, see below), you should move your Case to 'on hold' during the work on the task.

And most importantly: what is your use case? A task is used to assist in resolving a case. Your SLA is an [A]greement you have with the customer/caller on the [S]ervice [L]evel you guarantee. So you are saying to your caller: if you have an issue with X we will ensure it is resolved within Y time. That timeline is for the case (what you [A]greed on!). How you resolve it, shouldn't matter.