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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?

Question asked by jagatjyoti1 on Jun 8, 2017
Latest reply on Jun 8, 2017 by jagatjyoti1

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:ca service desk 17.0 

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

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