Pause SLA Commitments

Explanation

This activity is used to Pause SLA clock of SLA Commitments. This can be done from the Pause API provided. SLA Commitments that need to be paused can be specified as follows,

• SLA sequence ID: Respective SLA will be paused.
• Request ID: All SLAs fulfilled by the respective request and underlying request scopes and request work tasks will be paused.
• Scope ID:  All SLAs fulfilled by the respective request scope and underlying request work tasks will be paused.
• Request work Task ID: All SLAs fulfilled by the respective request work tasks will be paused.
• Commitment Type: If commitment type parameter is selected it will behave as an additional constraint of SLA selection.

From the selection criteria specified, only the SLA commitments which are in Active status will be Paused.

Prerequisites

• SLA commitments should be in Active Status.

System Effects

• SLA commitments will change into Paused status.
• Pause event in Event Log,
  • For each SLA Commitment Paused, a Pause_SLA event will be created with Paused reason as event text.
  • In addition, if SLA Commitments are paused from request/scope/work task level, there will be a separate Pause_SLA event on those entities.