SLA breached with Waiting for Customer

Barış Özer

 

Hello everyone,

I have an SLA breached rule for 48 hours as shown in the appendix.

When I set it to "Waiting for Customer" status, all the rules work correctly.

I have a question.

When I get "on hold" from "Waiting for Customer" status, SLA time stops, TRUE YES.

When I change from "on hold" status to "waiting for customer" status, the SLA period does not continue.

I want this; The SLA period must continue. How can I do it?

Jack Brickey

@Barış Özer ,

FYI, by adding more info as Answers here it will cause delays or a total miss from Community assistance. The reason for this is that most Community members Monitor posts without any replies. In the future, it would be best to edit your existing post. Once community members start responding with answers then you can clarify using the Reply button.

Now to your question...

So it seems that you may have multiple questions here? It seems your first question is related to pausing and restarting the SLA. Specifically, it seems that you wish to pause the SLA when it transitions to On hold. Is this the case? If so you should add on hold to your pause condition.

It also seems that you are trying to change the SLA goal based on transitions of the issue. I'm not really sure what you were trying to achieve here put my initial reaction is that this is not feasible. I do not believe that you can dynamically change the SLA goal based on issue transitions. Meaning you can't set a goal to say 30 minutes initially and then change it to 10 minutes based on some future transition.