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]

sorry I don't understand your question here '

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.'

[shaik riyaz1]

Below is the task table which has due date field 

The breach time for TaskSLA is populated from the above due date.

if Task state changes to Onhold -> I want to capture the start time when state changed to onhold

 if the task state chages from Onhold to WIP -> I want to capture the end time and calculate the time difference (basically get the time the task is in Onhold state) 
Now I want to add this time to due date which will automatically update the breach time.

Since SLA duration type is "Breach on due date" (which is relative duration), we are not able to define the pause conditions as pause conditions on SLA can only be defined if the duration type is "User specified". Hence we follow above approach and extend the due date which will extend the breach time without pausing the SLA

[Kieran Anson]

This isn't really how the SLA management system is intended. The intent on a relative duration is that it doesn't matter on whether a record is "on hold" or not, the breach date is a fixed point that is worked towards. Yes you can extend it, but you'd loose site of why it's being continuously extended. 

[shaik riyaz1]

Actually this is the customer request hence we have to implement this but i could not figure out a way on how to extend/change sla breach time for a task without resetting the SLA.

[Kieran Anson]

The customer may not understand fully how SLAs work. Just because a customer requests something, doesn't mean it's the right solution. Customers provide requirements, not solutions