How do I stop the Time to Resolution clock when the ticket is on a certain status

[HII NEXT]

How do I stop the Time to Resolution clock when the ticket is on a certain status

[Samuel Gatica _ServiceRocket_ · Accepted solution]

Hi @HII NEXT 

You have to Set up SLA conditions 

To create and edit SLA conditions:

1. From your service project, select Project settings then Request management, then SLAs. All existing SLAs are displayed here.

2. Navigate to the SLA that you want to update and select Edit.

3. Scroll down to the Conditions section.

4. Select Add condition under Start counting time when to set the condition for when the SLA should start measurements.

   • If you add multiple conditions, the SLA measures the time when an issue meets either of the conditions.

5. Similarly, select the plus icon under Pause counting time when to set the condition for when the SLA should pause measurements.

   • This condition is optional. It may be used, for example, when you are waiting for a customer to respond.

6. Select Add condition under Finish counting time when to set up conditions for when the SLA should stop measurements.

   • SLA measurement will be stopped as soon as any one of the conditions specified here are met.

7. Select Save.

Best regards

Sam

[HII NEXT]

Thank you!