Service Request with SLA

[Ann Marie Kjerland]

We are just starting to use Service Desk and looking how the SLA's are utilized.  One of the agents asked if you can pause an issue if you go to lunch or an appt .  Also, how do you add a different SLA to a workflow?  

Thanks

[Katja Maaniittu]

Hi! You need to add a status (e.g. "Lunch break") to the workflow so that you can pause the SLA during that.

For the workflow question I'm not sure if I understood right what you're after but,  here is something. :)
Customer Request Type uses one Issue Type and that Issue Type can use one workflow. So you can configure the SLA to use that Issue Type.

[Ann Marie Kjerland]

Thanks.. I used that and I see that I can add holidays ect to the calendar.. great tip! 

[Victor Mutambuki]

Ann Marie,

Pause On is optional. However, you can use Pause On in many ways.

Please see link below for further help. Let me know if the link helps.

https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html

Thanks

Victor

[Ann Marie Kjerland]

Thanks great info

[Jack Brickey]

You bet. Create a status called say “pause” or "stop progress” or whatever. In the SLA definition there is a pause column, choose the status to pause. You will want to have a transition in your workflow from the pause status back to the in progress status and ensur the SLA resumes when it enters.

[Ann Marie Kjerland]

Thanks!  for the information