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How to PAUSE sla when incident status change to resolve from awaiting end user responce.Is there any macro condition for the same?

  • 1.  How to PAUSE sla when incident status change to resolve from awaiting end user responce.Is there any macro condition for the same?

    Posted Jun 08, 2017 05:03 AM

    How to PAUSE sla when incident status change to resolve.Is there any macro condition for the same?

    e.g.  :-

    When status = Awaiting End User response then the code for it is as follows:#caservicedesk17.0 

    if (status == "AEUR") {
    set_return_data(TRUE);
    } else {
    set_return_data(FALSE);
    }

    HERE AFTER STATUS CHANGE THE SLA WILL PAUSE AND AFTER THAT WHILE AGAIN STATUS CHANGE TO RESOLVE THE SLA WILL RESUME .

     

    PLEASE SHARE SOLUTION FOR THE SAME.

     

    Regards,

    Jagat



  • 2.  Re: How to PAUSE sla when incident status change to resolve from awaiting end user responce.Is there any macro condition for the same?
    Best Answer

    Posted Jun 08, 2017 05:47 AM

    Hi Jagat,

     

    This is very easy...

     

    On the Resolve status, make sure the 'Stop Service Type Events and Targets' flag is set (ticked\checked).

     

     

    This is what controls if the SLA stops or resumes.

     

    Kind Regards,

    Brian



  • 3.  Re: How to PAUSE sla when incident status change to resolve from awaiting end user responce.Is there any macro condition for the same?

    Posted Jun 08, 2017 11:10 AM

    thank you Mr brian... its helpful for me .... thanks again.@Brian