how to stop Business elapsed time and actual elapsed time in SLA?

[Sathwik1]

I created my own busines rule to stop SLA, it menas to update end time and stage... so one I update it, I want business elapsed time and actual elapsed time also to be paused... but I don't see any option to pause those..

@Tanushree Maiti @Ankur Bawiskar 

[glideFather]

ahoy @Sathwik1,

you haven't nominate me but I believe it's fine answering your question.

If you are asking for help regarding a custom code, you should then share that code... without seeing it all the advices are pointless ;)) share your business rule because it's not clear how do you stop the SLA.

Also, why would you stop SLA by a business rule? Each SLA definition has conditions to Start, Stop, Pause, Complete or Cancel.... why don't you use it?

[AndersBGS]

Hi @Sathwik1 

Not sure what you’re trying to do, but to stop / pause the SLA you should configure it in the SLA definition - not in a business rule.

[Tanushree Maiti]

Hi @Sathwik1 

Instead of setting the stage manually , ensure your SLA Definitions have clear Pause Conditions configured.

If your business rule marks the ticket as Closed/Resolved, let the SLA engine trigger the Stop/Pause naturally.

[Ankur Bawiskar]

@Sathwik1 

what's your exact business requirement here?

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