On hold reasons

[keerthana10]

how to configure this scenario , 

What-Review the current on hold reason but only have awaiting caller state to stop the SLA clock

Why-to provide accurate SLA stats. awaiting caller should be the only state to stop the clock. the colleague doesn't care if It are waiting for an internal process such as change, problem or a 3rd party.

thanks,

[keerthana10]

i don't have a start and stop condition requirement

[Dr Atul G- LNG]

Then how your SLA will get map to incident, The life cycle of SLA - Start - Pause - Stop

[keerthana10]

Actually this is my requirement:

Review the current on hold reason but only have awaiting caller state to stop the SLA clock to provide accurate SLA stats. awaiting caller should be the only state to stop the clock. the colleague doesn't care if It are waiting for an internal process such as change, problem or a 3rd party.

[Dr Atul G- LNG]

Hi @keerthana10 

Review the current on hold reason, but only have awaiting caller state to stop the SLA clock to provide accurate SLA stats.

Atul: To review the on-hold reason for SLA, 1st you must have the SLA configured, in your case it was not there and you configured just now.

Awaiting caller should be the only state to stop the clock.

Atul: Yes, this can be done.

The colleague doesn't care if it is waiting for an internal process, such as change, problem or a 3rd party.

Atul: So, first see what is your As IS process, how the Sla has been confirmed. 

By taking just 3 lines, the community will not be able to support, as it is missing details and we don't have your business/client knowledge.

[keerthana10]

Hi , 

Thanks for your all the support,