Can i add an option (On Hold) in the service task state model and pause SLA on/off on task state is set to ON HOLD

[vass2]

Hi Friends,

 We have a requirement that tasks in the Service requests should have a ON HOLD status . When the Help Desk kept this in ON HOLD it should pause the SLA and should resume once the state is comes out of ON HOLD state.

Can this be achieved? If so kindly let me know the process

Regards,
Srinivas.

[georgeprad]

Hi Srinivas,

You can do this via the SLA definition. Just add a Pause condition for when the incident_state is On Hold. Set the When to resume option to Pause conditions are not met. This should pause and unpause the SLA for you

Regards

Prad

[Goutham sai]

Hi,

Create Option For State Field:

Open the any task => Right click on sate field =>click on show choice =>click on New =>Select the table that on which table you have add the option/value and fill the all details => submit

SLA:

Navigate to SLA definitions => Open the corresponding SLA if it already exists or create NEW if it's not exists => mention the Start and Stop conditions as per your requirement and In pause condition you have to mention the condition like state is OnHold=> then save it.

Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact.

Thanks,

[vass2]

Thanks for the Reply.

I have added it, but not showing up in the panel ( ON HOLD option ) here below screen

I have it added in the list, but not showing in the above top panel . How to display that in the top panel?

Thanks
Srinivas.

[Goutham sai]

Hi,

Right click on header from => configure=>form layout=>drag the state field from Available to Selected=> save it.

Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact.

Thanks,