As we know, we can pause and resume the SLA based on the Status Reason field of an entity by configuring Service Management settings. Here, you can see the below screenshot from Service management>>Service Configuration Settings
But this option was only limited to the “Status Reason” column of any entity. If you wanted to pause and resume SLA based on any other OOB column or custom column, it wasn’t possible. So now with this 2020 Wave 2 release, Microsoft added the ability to configure with OOB and Custom columns as well.
Also, you can configure this feature at the SLA Item level instead of the entity. Suppose in one SLA Item you want to pause and resume SLA based on “Column 1” and in the second SLA Item, you want to pause and resume SLA based on “Column 2”, you can do this with a simple step.
You need to enable pause and resume while creating SLA Item. You can see the column “Allow Pause and Resume” and set the toggle to Yes. You can see the below screenshot for reference.
Once you enable it, you will see “Pause Configurations” on the right side, below the success conditions section.
Here, you also need to set the “Override Criteria” toggle to “Yes”. So this will override if entity level pause and resume rules are activated.
You can see in the below screenshot that we can select all available columns on the entity.
You can see in the below screenshot I have selected a custom column called “Pause SLA?” if the user selects the “Pause SLA?” column to Yes on the record, it will pause the SLA.
•This setting overrides the pause settings defined at the entity level in the Service Configuration if any is applied.
•This feature is only available in the Unified Interface.
The pause settings at the SLA item level gives us the ability to add pause conditions at a more granular level.