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The way we currently configure Pause and Resume for an SLA is by setting the Allow Pause and Resume field to Allow.
And within the Service Tab of System Settings, we can define the status values on which the SLA calculation should get paused at the entity level.
So basically, the SLA will be paused for the case record with status as either On Hold and Waiting for Details as we have defined below.
As soon as we change the status to Researching, the timer resumes
With 2020 Release Wave 2, we can now configure Pause Criteria at the SLA Item level, which overrides the criteria defined at the SLA / Entity level as defined above.
Toggle Override Criteria field
We can define the criteria as shown below using the condition builder.
Here we have defined the condition for SLA to be paused in case of case type Request.
Save and activate the SLA.
Let us now create a new case to see it in action.
We can see the SLA timer running.
Update the case type to Request and save.
As expected, we can see the SLA paused
Check other blog posts on Release 2020 Wave 2
Hope it helps..