SLA on hold for customer service calender and holidays

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Posted on by Rinkal

Hello,

I want to keep SLA on hold for the customer service schedules and holiday schedules.

Foe Ex - I have set the customer service schedule for 9am - 5pm from monday to friday. I have set an holiday for tomorrow and if a case is created today then the SLA timer should be on hold after 5 PM and tomorrow as well and it should restart the next working day at 9.

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JayadeepuDadi 15 on at

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RE: SLA on hold for customer service calender and holidays

Hi Rinkal, did you got any solution for this?

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Bassey 9 on at

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RE: SLA on hold for customer service calender and holidays

Hi,

Not that I am aware of.

You would require the skills of a developer well versed in javascript that understands the syntax, to implement using javascript.

For flows, it is plausible. You will need to some research on it.

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Rinkal 90 on at

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RE: SLA on hold for customer service calender and holidays

Okay. But is there any alternative way to resolve this issue via flows or javascript?

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Bassey 9 on at

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RE: SLA on hold for customer service calender and holidays

Hi Rinkal.

No, it is not supported OOB.

It is documented here - docs.microsoft.com/.../troubleshoot-sla-issues why it is not.

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Rinkal 90 on at

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RE: SLA on hold for customer service calender and holidays

Hello Bassey,

OOB it is not supported but is there any way to do it??

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Bassey 9 on at

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RE: SLA on hold for customer service calender and holidays

Hi Rinka,

It is not supported to pause the SLA timer on a holiday - docs.microsoft.com/.../troubleshoot-sla-issues

Which is why the timer adds an extra day when you add holiday schedule.

Let me know if this helps.

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Rinkal 90 on at

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RE: SLA on hold for customer service calender and holidays

Hello Leah,

Thanks for the response but I am aware about the normal conditionings for SLA pause. I would like to know how can the SLA be paused for a holiday. I have attached the images for the same in above response as well.

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Community Member on at

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RE: SLA on hold for customer service calender and holidays

Hi Rinkal,

Go to Settings –> Administration –> System Settings –> Service

Select the Entity for which SLA is Created.

Now from Available Values select that Status that will Pause SLA. Now Select “On Hold”.

Go to Case entity and select the Status = ‘On hold’ and Save.

SLA is Paused now.

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Rinkal 90 on at

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RE: SLA on hold for customer service calender and holidays

Hello Anmol,

I had created a holiday schedule, attached the same in customer service schedule and updated the same customer service schedule with SLA. I am hereby attaching the screenshots for the same.

But now when I create a case then the SLA timer is exceeded by one day as the one day holiday time is added in the SLA

I want the SLA to be paused for the holidays and not extend the timings of SLA. Do you have any suggestions for that?

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Anmol Dave on at

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RE: SLA on hold for customer service calender and holidays

Hello Rinkal,

Please follow below article to configure holiday schedule first:

docs.microsoft.com/.../set-up-holiday-schedule

and then if the SLA does not pause or on hold on holidays follow this document:

docs.microsoft.com/.../troubleshoot-sla-issues

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