Jayakumar Soundarajan (Jay_KS)
Luxoft DXC
Jayakumar Soundarajan
Luxoft DXC
Jay_KS Member since 2008 8 posts
Luxoft DXC
Posted: August 18, 2015
Last activity: October 4, 2018
Posted: 18 Aug 2015 0:47 EDT
Last activity: 4 Oct 2018 11:08 EDT

Start & Stop SLA

I have a requirement to start/stop SLA on a parent case based on child case's action. Also I need to task duration to be automatically paused when SLA stops.

E.g. I have a Parent case where SLA is 3 days to complete an action, in some situation business users will create a child case to request information from external system. Until the response is received the clock should stop. Task duration and other assignment related parameters should be paused and restarted when response is received.

is there any Out of box way to implement this? I analysed DefineSLATimes but it is useful to start/stop only on child case but not able to figure out how to do it.


K S Jayakumar.

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Case Management Low-Code App Development
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