Pause in SLA

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servicenow lath
Tera Contributor

‎03-09-2023 12:44 AM

How to  Pause Resolution SLA for CSM module and Managers must be able to pause that Resolution SLA
How to do this?

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priyasunku
Kilo Sage

‎03-09-2023 12:53 AM

@servicenow lath 

 

1. Managers should be able to keep the state of the case 'on hold' and Action status as 'waiting for customer'.

2. when the state change to above condition your Resolution SLA on case table should be paused.

Go to SLA Definition - Open Resolution SLA on case table - Open 'pause condition' and add your condition there

 

Below I have provided sample for Incident pause condition you can do the same for case table.

priyasunku_0-1678351970343.png

 

If my answer solved your issue, please mark my answer as ✅Correct & 👍Helpful

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Community Alums
Not applicable

‎03-09-2023 01:18 AM

hi @priyasunku 

 

To pause an SLA you need to provide the condition in SLA definition.  But this SLA will be automatically paused when condition is met irrespective of Role.

 

To solve the use case, I would suggest below points :

  1. Make a new state like to 'Pause the SLA' , make it available to managers only. In the SLA definition add this condition as pause condition.
  2. Make a new check-box custom field 'Pause the SLA' , make changes available to managers only. In the SLA definition add this condition as pause condition. Also, a business rule can be made that this field will made false when state changes since again manager will be needed uncheck the custom field to resume the SLA.

Please mark the solution helpful and accept it as a solution

 

Thanks 

Akash

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priyasunku
Kilo Sage

‎03-09-2023 12:53 AM

@servicenow lath 

 

1. Managers should be able to keep the state of the case 'on hold' and Action status as 'waiting for customer'.

2. when the state change to above condition your Resolution SLA on case table should be paused.

Go to SLA Definition - Open Resolution SLA on case table - Open 'pause condition' and add your condition there

 

Below I have provided sample for Incident pause condition you can do the same for case table.

priyasunku_0-1678351970343.png

 

If my answer solved your issue, please mark my answer as ✅Correct & 👍Helpful

Go to solution
Community Alums
Not applicable

‎03-09-2023 01:18 AM

hi @priyasunku 

 

To pause an SLA you need to provide the condition in SLA definition.  But this SLA will be automatically paused when condition is met irrespective of Role.

 

To solve the use case, I would suggest below points :

  1. Make a new state like to 'Pause the SLA' , make it available to managers only. In the SLA definition add this condition as pause condition.
  2. Make a new check-box custom field 'Pause the SLA' , make changes available to managers only. In the SLA definition add this condition as pause condition. Also, a business rule can be made that this field will made false when state changes since again manager will be needed uncheck the custom field to resume the SLA.

Please mark the solution helpful and accept it as a solution

 

Thanks 

Akash