Stop

The stop time SLA rules are typically tied to specific conditions, the SLA must stop once the specified conditions are met. This is typically defined for the columns from the selected transaction table.

There are various sections involved within the Stop Condition:

• Configure Stop Condition

• Resume Stopped SLA

• Use Case

• Actual Time in Ticket

Note

For the Default and Non-Default SLA Rule, Stop SLA Condition is mandatory.

Configure Stop Condition

To configure the start SLA condition, perform the following steps:

1.  Navigate to the Conditions stepper.
   

2.  Select Stop. 

   

   Figure: Add SLA Rule
   

3.  Select a value from the dropdown for the Stop Time Equals field.
   This indicates that the SLA will Stop for the selected value.

   

   Figure: Add SLA Rule
   

4. The details about the dropdown values are described as follows. For more information, refer to SLA Stop Time.
   

   • Condition Met Time: Condition Met Time is always the default selected value on the Stop Time Equals field. Having this selected in the Stop condition, implies that the SLA will stop when the defined condition in the Field Operator value is true.
     

   • Custom Due Date: SLA Stop Time will consider the custom date attributes available on a record (Incident/ Service Request). If the chosen option has a NULL value on the record, then the system will automatically choose the Condition Met Time for the SLA calculations.

     Note

     If the Issue fulfilled time is greater than the Resolution time, then the SLA clock is stopped based on the Resolution Time.

     Example: If the Resolved Time is chosen as the Stop Time Equals value, and the record value has no Resolved Time in the ticket, then the SLA is calculated based on the Condition Met Time.

5. Select Add Filter Set.
   Field values are mapped using the operator.

   

   Figure: Stop Condition

   Field	Description
   Field	Select the column from the list, the list is populated with columns from the selected transaction table. Multiple columns can be grouped as one Filter set using logical operators. Note A Condition can be stopped using (.)dot walking mechanism. For more information, refer to Dot Walking. Group Conditions Multiple columns can be grouped as one Filter set using logical operators. Figure: Stop Condition Ungroup Conditions Grouped Columns can Ungrouped. Figure: Ungroup Filter Set Filter Set Actions Description Select Group to group the field columns using AND, OR operators. Select Ungroup to separate the field columns. Select Delete to remove the Filter set.
   Operator	Select the conditional operator. Based on the selected Field Value the Operator list is populated. For more information, refer to Field Operator List.
   Value	Enter a value for the selected field.

Resume Stopped SLA

When the Resumed Stopped SLA is enabled then for the defined condition if the values are changed on the Record then the SLA is Resumed. By default, this is always disabled.

Figure: Resume Stopped SLA

Use Case

Let us consider Two Incidents with the Status as Resolved.
When an End User changes the Status to In Progress the functionality of Resume Stopped SLA is explained as follows:

• If Resume Stopped SLA is Disabled then SLA is not Resumed after changing the Status of the ticket.

• If Resume Stopped SLA is Enabled then SLA is Resumed after changing the Status of the ticket.

Actual Time in Ticket

A transactional record has Actual Time based on the the SLA Start and Stop Conditions. If the SLA on the record is configured to use Retrospective Start & Stop Time, then this data will populate as Actual Time.

Figure: Consumer View of Actual Time

SLA Widget Icon	Description
	Indicates that the SLA is completed within the defined Time.
	Indicates that the SLA is in Progress.
	Indicates that the SLA is paused.

Once you define Stop Condition you can either configure other Conditions or Publish the configured SLA Rule Condition. For more information, refer to the following: