Pause Duration for SLA's

[VanamaA]

Hi Team,

We have a requirement that we need to have a field which will calculate the Business Pause Duration of SLA excluding the time between Resolved to Closed.

Can we achieve this or do we have anything in OOB

Thanks and Regards,

Akhil

[Dr Atul G- LNG]

Business Pause Duration in the OOTB field in task_sla table.

[VanamaA]

Hi @Dr Atul G- LNG 

It was calculating the Business time between Resolved to Closed as well.

But I want only the Business time where the Incident was ON-Hold.

Thanks,

Akhil

[Dr Atul G- LNG]

Check Pause duration / pause time field in task_sla table.

[VanamaA]

Hi @Dr Atul G- LNG 

Yes I have checked those and they were calculating untill the pause conditions met.

But I want only the time where the incidnet was kept on Hold