HI Vannur,

I dont think you can pause the work object SLA.

Regards

Mahesh

Try resetting the SLA goal time. So that It takes time to fire the escalation activity again.

Hi Varun,

As there is no OOTB rule to pause workobject SLA, after my research i found three approaches as follows:

1. Set Goal to a future time (01/01/3000 or existing pre-defined Goal + X Days) and adjust once a un-paused.
2. Change work SLA to something else 'STOPSLA' which will simply stop the SLA and change it back to existing SLA with paused time added to Goal/Deadline.
3. You can suspend the Workitems as explained here which will not calculate SLA.

Also you can look into this discussion over here.

Regards

Mahesh

Since it is a case level SLA, I would not recommend using Suspend work feature.

You need to use pxAdjustSLA/pxAdjustSLATimes using which you can modify the work SLA to set to some other SLA without any Goal and Deadline and then on resume you can apply other SLA. This would need some intermediate logic also to calculate the final goal/deadline time after resume, but these two activities with some logic at your end should solve this scenario.

Hi - i had the same requirement, i have implemented and is working in production.

Requirement - Pause SLA both case level and assignment level, when user clicks on pause SLA button and where in he will select the time till it has to be paused.

Solution:

1) Delete the SLA Items, 1 for case level, 1 assignment level

2) Updated the goal and deadline properties for both assignment and case level.

3) Call pyAdjustSLAWrapper activity and reset the SLA.

User has option to change the pend time - if he changes the time again  you have to repeat the above process.

Regards

Gouri Shankar K

You can't pause the sla , instead you can delete the old SLA and create a new SLA on ur case or  assignment updating the urgency , goal , deadline depending on your scenario.