Total Time SLA is in "Paused" Status

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Posted on by Community Member Microsoft Employee

I'm currently working on sales process for my team and one of the requirements is tracking total time from created on to when the request was approved. I currently have an SLA created to track this but it will not account for the time during processing that the SLA was in paused status. I was able to create a calculated field "duration", that takes the diffinmin(createdon, succeededon) But obviously this only gives me back the overall time. Does anyone here know how maybe to create another field tracking time spent in pause to place on the kpi entity.

P.S I've added the timer also for visual but once this is changed from paused to in progress the time does not start where it left off, the timer remains counting in the background.

Thanks All

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Community Member Microsoft Employee on at

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RE: Total Time SLA is in "Paused" Status

Thanks for the answer, I have previously considered all these points however the field does not respond to these SLA actions[View:https://screencast-o-matic.com/u/jUig/OnHoldTimeBug:320:50]
Michel van den Brink 4,697 on at

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RE: Total Time SLA is in "Paused" Status

Hello Sergey,

The 'On Hold Time (minutes)' field is calculated automatically by the SLA system.

This time will only increase if your Case previously had its SLA timer, where you see the timer display "Paused". As soon as the timer resumes (after the pause) the hold time will be calculated and the 'On Hold Time (minutes)' field will be updated by the system automatically.

You can configure which Status Reasons corrospond with a Case being paused on the 'Service' tab of 'System Settings'
Community Member Microsoft Employee on at

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RE: Total Time SLA is in "Paused" Status

Hello,

" 'On Hold Time (minutes)' (logical name = 'onholdtime')

This is an Whole Number field, which is formatted as a Duration and automatically filled by the SLA process"

Could you tell me why this field is not calculated automatically, for any stop duration the field value is 0?

thank you in advance
Michel van den Brink 4,697 on at

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RE: Total Time SLA is in "Paused" Status

Hello,

The Case entity include a field labeled 'On Hold Time (minutes)' (logical name = 'onholdtime')
This is an Whole Number field, which is formatted as a Duration and automatically filled by the SLA process with the total time your Case spent on a hold status. You could use this to calculate an estimation of the total time spent on your Cases but, this is not on a KPI base, only for the whole Case.

I hope this gets you in the right direction.

----

Start of shameless self promotion:

If you need an exact calculation, per KPI, of the duration between creation and resolve, taking into account Hold Time, Business Hours and Business Closure, that's another story, a series of plug-ins would be required for that to calculate everything.

If you're interested in something like that, we've got a ready-to-go Solution for this which we offer, let me know :-)