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How to pause SLA during non-bussiness hours defined by the customer service schedule

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Posted on by Vrushali Kulkarni

Hello,

How to pause ASA KPI during non-bussiness hours and bussiness closure using out of the box customer service schedule. Also I want to impose one condition that the ASA KPI is only paused untill the user picks that email.

Thank you.

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Leah Ju Microsoft Employee on at

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How to pause SLA during non-bussiness hours defined by the customer service schedule

Hi partner,

When you configure sla item, you can select business hour and pause configuration:

If you want to pause sla during non-bussiness hours, maybe you can configure pause condition in sla kpi or entity level.

Note: Configure pause criteria at the SLA Item level and override criteria defined at KPI or entity level.

I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah

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Vrushali Kulkarni 11 on at

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How to pause SLA during non-bussiness hours defined by the customer service schedule

Hello,

We want to specifically pause ASA KPI timer during non-business hours. The businesss hours schedule is defined as below:

The above customer service schedule has been selected in the ASA KPI instance table

Now, we want toi pause the ASA KPI during the non-working hours i.,e from

Mon-Fri: 10:01 PM to 8:59 AM

Sat & Sun: 5:01 PM to 8:59 AM

Questions from the above scenario,

1. Is it possible to pause ASA KPI during the non-business hours as mentioned above.

2.If yes , which fields can be used in override pause conditions to pause the ASA KPI timer during non-business hours and business closure using OOB functionality.

3.If it is not possible via OOB functionality then how can I get weekly schedule from customer service schedule entity if customized through power automate flow.

Grateful if anybody could help on this!!

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