Pause condition for Incident SLA

[wakespirit]

Dear all,

Learning servicesown from scratch and browsing a lot of info around but feel some are not update or not corresponding with my london instance.

I have read something aroun what is the pause condition for Incident SLA, some say Waiting, some other Onhold...

What is this exactly and how can I check this on my instance ?

regards 

[Jeff Currier]

You want to look at SLA conditions to better understand this.  The various conditions determine when the clock is running for the SLA calculation

-Jeff

[wakespirit]

I have check this document but did not see any SLA condition with name Waiting <something>....

[arielgritti · Accepted solution]

Hello Scal

It's about the conditions when the SLA "stop the clock".

This is an OOTB Pause condition in a London "developer instance".

You can see when the incident goes to the "On Hold" state and the "On Hold Reason" is "Awaiting Caller" or incident state is "resolved" the SLA was in "pause" (not clock are running)

You can see the SLA Definitions on Service Level Management -> SLA -> SLA Definitions

Please, mark correct or useful if i helped you
Thanks
Ariel

[wakespirit]

Thnaks ariel,

So that means that this sample practice test question is not correct ?

regards