Pausing the SLA Clock

You can pause the SLA clock in any Workflow state and stop the countdown of the SLA time frame for a ticket. For example, a Change Request ticket which meets SLA conditions has progressed through its Workflow to the Pending Approval state. You do not want the ticket SLA clock counting down the time frame for sending Warnings and Notifications until after Approval has been received. You can enable the Pause Clock property to stop the countdown clock at this particular state in the Workflow. Once the ticket is approved and progresses to the next state, the SLA countdown clock resumes for the ticket.

Note: The SLA clock automatically pauses for holidays and non-business hours if those options are enabled. For more information, see the Defining Global Business Hours and Configuring Operating Calendars sections in the Desktop Client Help.

To pause the SLA clock:

  1. Navigate to the Administration tab in the Desktop Client and expand the appropriate module (i.e., Incident, Service Request, or Change Request).

  2. Select Workflows and Edit the appropriate Workflow. The Workflow Details dialog displays.

  3. Click on a Workflow State in the diagram or click the States tab under the Properties section and select a State. Click the Properties sub-tab to view the Pause Clock property setting.

  4. Change the Pause Clock value to True.

  5. From the File menu, Save the Workflow.

For more information regarding Workflows, refer to the Modifying Workflows topicin the ChangeGear Administrator's Guide under Administering ChangeGear > Workflows.