Is there a way to pause the SLA under "Breach on Due date" duration type.

[Rahul115]

Is there a way to pause the SLA under "Breach on Due date" duration type by creating any BR ??

[Mohit Agrawal]

Pause conditions are not compatible with relative durations.

As per the SLA functionality, if you are defining the Duration type not to 'User Specified duration', which means you are having an end time to calculate the SLA like 'End of next business day. So the next day's end, the SLA will be breached. In this case with the "Breach on Due date" duration type, even though you use a pause condition to stop SLA calculation there is no meaning to set the breach time.

Basically, the end time for an SLA with a relative duration is only calculated once (at create time). That is the idea of a relative duration. The end time will never change, so setting a pause time for the SLA will not change the end time at all for a relative duration. I think that is the reason why you can't use it with relative duration, as setting it to a paused state will not do anything.

For e.g. If the relative duration is 2 business days by 4 pm, so if you were to factor in pause time then clearly you would not be flagged as breaching at 4 pm in 2 business days time. If you paused for 6 weeks then your relative duration isn't particularly meaningful as a breach time."

[narayansaha]

Hi Rahul,

May I know if you have got any solutions or workaround on pausing the SLA under Breach on Due Date?

Regards
Narayan

[Jessica Hall]

Has anyone found a solution or work around?  We are also trying to create an SLA definition that is calculated by Due Date with the option to pause the SLA when the State changes to On Hold & resumes when the state changes to not On Hold. 

[Asha M1]

Hi Rahul,
Please let me know if you have got any solution or workaround on pausing the SLA when relative duration is selected?

Regards

Asha