Pause condition for Incident SLA

wakespirit · ‎11-08-2018

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

arielgritti · ‎11-08-2018

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

View solution in original post

arielgritti · ‎11-08-2018

The options for the "on hold" OOTB are:

"Awaiting <something>" and I think the correct answer is the A

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