Pause and Resume SLA's

[Asosa]

Hello there!

I have to configure some SLA with the requirements:

Start: when state is New
Pause: when state is Awaiting info or Resolved
Resume: when state change back to Open from Awaiting info or Resolved

When trying to put these conditions in the SLA Definition, I see that not all options exist (as in the atteched screenshot).

I'm pretty new working with SLAs, so any help will be greatly appreciated!

[AndersBGS · Accepted solution]

Hi @Asosa ,

the reason is, that the state is not available on the table you have chosen for your SLA definition. All SLA definitions is based on a specific table with field availability.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders