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]

This is OOTB, and the work OOTB, if  you want to just capture on hold time you need to build logic by own mate. what is your exact case?

[VanamaA]

Hi @Dr Atul G- LNG 

It should calculate only the Business time where the incident was onhold.

Thanks,Akhil

[Dr Atul G- LNG]

Mate, SN provides specific fields have a look on same, these are OOTB only.  else you need to build own logic

[PankajK67712898]

Hi @VanamaA ,

Can you by just removing the "state is resolved condition" from pause condition and check if this fixes your issue.

If this helped you, please mark this helpful and accepted.

[VanamaA]

Hi @PankajK67712898 

If we do that, the SLA will still running even when the Incident is resolved.