Register today for Oracle CloudWorld. October 17th - 20th, Las Vegas

Register now

Hillel Cooperman, Senior VP of User Experience Design, has a message for you on Oracle CloudWorld

Watch now
How can I setup SLA to "pause/stop the resolution time clock" when On hold (Waiting Status)? — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

How can I setup SLA to "pause/stop the resolution time clock" when On hold (Waiting Status)?

Received Response
21
Views
2
Comments
edited Jun 8, 2022 10:32AM in Agent Desktop 2 comments

Summary:

There is a requirement from our users that if the incident status is On hold (Waiting), the SLA resolution time should pause, meaning the resolution due date should be extended.

Content (required):

Hi,

There is a requirement from our users that if the incident status is On hold (Waiting), the SLA resolution time should pause, meaning the resolution due date should be extended.

Is there already a functionality for this? I have checked the documentations and forums and couldn't find any though there were similar posts looking for this functionality.

Example,

SLA = 120 minutes

incident created on 1 Jan at 8AM

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!