Stop SLA

[Ibaa_Shoheb]

Hi All,

When an Incident ticket is created, the SLA starts and when we change the state to in progress the SLA pauses.

So basically, I need to create a new state called Pending schedule. When I change the status of the ticket to Pending schedule and mention a particular time frame for the specified interval the SLA should be stopped and when the time frame gets over the the SLA should start again even though the status of the ticket is still in pending schedule.

Any ideas how to configure this in the tool

Thanks

[Ankur Bawiskar]

Hi Shoheb,

I think we can't start the sla once it has been stopped since that's what sla are meant for either achieved or breached once they are stopped. But you can refer following community links which can be helpful

Reset/Restart SLA's based on conditions

Resetting an SLA

Mark my reply as Correct and also hit Like and Helpful if you find my response worthy.

Thanks

Ankur

[Ibaa_Shoheb]

Hi Ankur,

I mean to say pause. SLA should be paused for a particular interval and then start again.

[Chris Shakespea]

Normally on moving to the pending schedule I would start a workflow with a timer for the specified time

If the timer expires and the incident was still in pending schedule I would change the state of the incident

This would make the pause condition for the SLA invalid and therefore it would continue

[Ibaa_Shoheb]

Hi,

Created a Schedule job and wrote a script:

And it worked