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.

[vass2]

Hi Satish,

Sorry , not mentioned this with clarity to you.

What I mean is I need to make sure On-Hold placed near the Blue arrow , which cannot be dragged from available to selected.

Regards,
Srinivas.

[georgeprad]

This is done via the flow formatter. You will have to open the table sys_process_flow.list

From here look for the the table that you want the step added to.

Then create a new flow formatter with the right name, label, order and condition. 

The ones you have already in place should help you figure out what to input.

[Goutham sai]

Hi,

For the above requirement....In navigation bar type process flow=>Click on it=>Show match the required table=>click on New=>fill all the details(Name, Label and In order field you have to mention the number i.e., after which state you have to display this state...For Example: If you want to display this state is after open state then, suppose if open state order is 2 then you have to mention the OnHold state order as 3) and in condition you have to mention that State is OnHold=>submit.

How to show matching the table. Please see the below screen shot for your reference.

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

Thanks,

[Goutham sai]

Any update?

[vass2]

Hi Sathish,

Thanks for the information. I am able to add On Hold on the TOP panel of service request as per your suggestion.

Now I am trying to attach the SLA and will update you once done

Regards,
VASS