Question
LANIT JSC
RU
Last activity: 21 Jul 2017 10:55 EDT
Is it possible to stop time for SLA, and then resume it?
We have a business case. Our users want the ability to stop time for SLA and then resume. Is it possible to somehow implement this feature? To my knowledge, this functionality is not provided by the platform PRPC 7.1.8.
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Accepted Solution
Pegasystems Inc.
IN
Hello Nikita,
This functionality is not possible to implement . For assignment level SLA , you can achieve it by changing the status and take it to a different assignment level where there is no SLA involved. So for example, lets say you are currently on Assignment A having SLA of 2 days and your end user wants to pause it . So they need to move it to assignment B which does not have any SLA.
Updated: 17 Jul 2015 8:19 EDT
Pegasystems Inc.
IN
And just to give more clarity on what i wanted to convey here is small snapshot :
Note : It is also important to adjust the SLA time accordingly. That means. if your SLA is 3 days and after 1 day your user planned to pause it by moving to next assignment shape and then after few days move back to assignment one and resume SLA, then you have to make sure your revised SLA is 3-1 = 2 days and not 3 days
For that you need to set the goal deadline and past deadline by a property rather than directly mentioning the days and times. Find below screenshot
Hope this helps.