SLA pause conditions when duration type is "Breach on due date" which is a relative duration

[shaik riyaz1]

There is 1 SLA on Service Request [Service Request Resolution SLA] which should be Paused when task is placed on "On Hold" due to 'User confirmation' or 'User out of office'.

The duration type is "Breach on due date" and "Relative duration works on" task record.

Duration is from catalog items

How to set pause conditions without duration type is "user specified duration".

[Kieran Anson]

Hi,

As the form shows, pause conditions when the SLA is a progressive date (e.g breach on due date) there can't be a pause definition. 

[shaik riyaz1]

Do we have any other approach to achieve this without using "User specified duration" ?

In catalog item we have a field called "Duration" and from there we are fetching the time to breach. so now we need to have pause conditions when state is 'onHold' and hold type is "Awaiting confirmation from user" or "User out of office".

[Kieran Anson]

If you're using the 'breach on due date' type, pause conditions aren't evaluated. 

Pause conditions only make sense when there is a finite amount of time (as with 'user specified duration'). Because you're using a due date (which can change) there isn't a business metric of value for measuring the time in which a task record isn't with the fulfiller, but is awaiting on the end user. 

[shaik riyaz1]

We found an approach to the above requirement "There is a field called "Due date" in the "task" table and the due date is set from the "estimated delivery date" from the catalog task record. from this field "due date" the breach time is updated.

so when the task is onHold and hold type is "awaiting user approval" then onhold time should be calculated and add the time to "Due date". This updated due date will be used to determine the breach time without pausing the SLA timer.

so how to calculate the onHold time and add this to due date so that it can update the breach time without pausing the sla.