Can you pause all SLA?

Question

We had an issue this week where our school was postponed for 2 hours.  During that time we had several SLA expire.  What I am wondering is there a way to easily pause all SLA for a short amount of time?

Jack Brickey · Answer

Warning: I wouldn't implement the following w/o some careful consideration as it can be messy and, over time, could break due to future changes.

You could do the following:

* define a 'pause' status, call it something like "Bulk On Hold"
* place this status into all necessary workflows
* in your SLAs declare "Bulk On Hold" as an SLA Pause condition
* Create one or more filters that will find all open issues in a specific status, e.g. Waiting Support that you would want to pause and save that filter w/ a name e.g. "Pause-Resume Waiting Support". Note if you have another status where the SLA is ticking you will want to create a separate filter.
* When school closes or other event - run the filter(s) and perform a bulk transition to the  "Bulk On Hold" status
* When school reopens, repeat steps 4-5 but transition from "Bulk On Hold" back to previous status (Waiting Support, In Progress, etc).

Now with this said, you are going to need to put a bit more thought into my steps to align w/ your exact situation. For example, let's say that you have other statues that pause the SLA, e.g. Waiting on Customer. In that case I would exclude all other 'pause' statuses in my "Pause All SLAs" filter(s) since they are already paused.

Dominic Wolfenden · Answer

For Admins see -

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

Boris Berenberg - Atlas Authority · Answer

No there is not.