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

shaik riyaz1
Tera Contributor

‎05-20-2024 12:20 AM

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".

 

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shaik riyaz1
Tera Contributor
In response to shaik riyaz1

‎06-10-2024 05:06 AM

Below is the task table which has due date field 

shaikriyaz1_1-1718019641801.png

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

shaikriyaz1_2-1718019800125.png

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 and extend 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

 



 

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