While Pega Service Level Agreements (Goal, Deadline) work fine, we get requirements from the customer especially in Government sector to "Stop the clock" while the case is waiting for additional information.
When the case worker requests to "Stop the clock" the Goal or Deadline time calculation needs to be stopped.
Assignment 'A' has Goal time of 1 hour and Deadline time of 2 hours
Assignment 'A' reached the case worker at 9 AM
Case worker worked on the case till 9.30 AM
Case worker clicked "Stop the clock" then only 30 minutes need to be added for Goal time and Deadline time at 10 AM
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Marissa | Senior Moderator | Pega Collaboration Center
We have recently implemented a similar logic by creating SLA rule called Stop Clock. As soon as, case goes to wait state, workflow replace the start clock (Current SLA) with stop clock (New SLA rule form) and captures the start clock state.
Once the case gets resumed, stop clock will replaced with start clock.
Having said that, if Pega can provide OOTB functionality then it will be huge benefit.