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Start SLA When case Assigned to Support Engineer

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Posted on by Community Member

Hi Everyone,

I have a requirement. If the cases have a default owner or queue want to pause the SLA. I need to start the SLA when the case assigned to the support engineer. Kindly suggestion for this.

Thank you,

Vetrivel G

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Akanksha Srivastava 100 on at

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Hi Vetrivel G,

SLAs can only be paused based on status reason values. So you can add a new status reason value that can be automatically set (using a JavaScript/ Business Rule/ Workflow) whenever the Case owner is set to default owner or queue. You will have to add this status reason to the values that would pause the SLA. This can be done in Settings >> Administration >> System Settings >> Service.

Cheers !!!
[quote user="vetrivel"]
Hi Everyone,

I have a requirement. If the cases have a default owner or queue want to pause the SLA. I need to start the SLA when the case assigned to the support engineer. Kindly suggestion for this.

Thank you,

Vetrivel G
[/quote]

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LeoAlt 16,331 Moderator on at

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Hi Partner,

You could create a workflow to do this.

1.Create a workflow on Case and set its trigger condition to "Record is assigned".

2.Create a condition to check if the current user is support engineer after be assigned.

3.Create a new update action to update the SLA status from pause on to in process.

Best Regards,

Leo

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Community Member on at

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Hi Leo,

I have tried to test the sandbox instance. the SLA is not reset when the case assigned to the support engineer. Kindly give me a suggestion on this.

Thank you

vetrivel G

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