What is the difference between SLA Pause duration and Business pause Duration

[Codi]

What is the difference between SLA Pause duration and Business pause Duration?

[Kartik Magadum]

Hello @Codi 

1. SLA Pause Duration:

   • Definition: SLA Pause Duration refers to the time during which the SLA clock is paused or put on hold for a specific task or record.
   • Purpose: This feature allows you to exclude certain periods from the SLA calculation, such as non-working hours, weekends, or any other predefined time frames.
   • Example: If a task is not being actively worked on during weekends, you might configure SLA Pause Duration to exclude weekends from the SLA calculation.

2. Business Pause Duration:

   • Definition: Business Pause Duration is also related to pausing SLA calculations, but it is typically used for broader business reasons rather than task-specific pauses.
   • Purpose: This feature allows you to globally pause SLA calculations for an entire business or organization during specific events or circumstances, such as holidays or company-wide downtime.
   • Example: If your organization has a scheduled maintenance window, you might use Business Pause Duration to ensure that SLAs are not affected during that time.

In summary, SLA Pause Duration is more granular and is applied at the task or record level, allowing for specific pauses, while Business Pause Duration is applied globally to the entire business or organization, often for broader and more general reasons.

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Thanks & Regards,

Kartik Magadum

[Prathamesh G]

Hello @Codi,

If my answer helped in your issue, Please mark the answer as 'Accepted Solution'.

Thank You!

Prathamesh.

[AndersBGS]

Hi @Codi ,

Sla Pause duration refer to the general SLA definition created, where business pause duration instead refer to the SLA pause duration within the schedule of business hours.

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

best regards

Anders 

[Harish Kota]

Hi @Codi 

The Paused stage for a task_sla is only an indicator that the record is paused. If the pause time was not recorded in the record, it is not really paused and will continue to be processed even if the stage says Paused.

While a task_sla is paused, the planned_end_time does not have any meaning because the engine has stopped calculating it. Because the length of the pause is undefined, the planned_end_time can't be known. The SLA Engine leaves the value set to its last expected value, and will recalculate the Planned end time when it comes off pause and resumes.

As documented in "Example: Using Relative Durations with SLAS" in the product documentation page Define a Relative Duration, pause processing is not compatible with relative durations. This is the reason the Pause Condition is removed from the form when you specify a relative duration in a SLA Definition.

Business:

SLAs frequently have a pause condition, for example, if a customer has opened an incident but has not provided enough information or the right information so you pause while you are waiting for the customer to get back to you with the relevant information so you can continue working on it. When the Pause condition is met, the SLA is effectively suspended.   Because you do not know how long the pause is going to last, technically the planned end time value is indeterminate when the SLA is paused.   When the SLA comes off pause, the interval between the start of the pause and the end of the pause is added into the pause duration field.

The Business pause duration is an accumulated value. Each time there is a pause, the Pause time is stamped. However, it only counts as a pause if it happens during working hours — totally, partially, or anything in between. So, if an incident goes into pause time at 8 p.m. and goes out at 4 a.m., the pause is completely outside an 8 a.m. - 5 p.m. workday schedule and it's ignored in the business elapsed time calculation.

When you come off Pause to any other state, the duration and the business duration between the current time and the Pause time is calculated and indicated in the Pause duration and Business pause duration fields.

Thanks,

Harish Kota