Hi,
I have a need to add additional status's to the case workflow and for one of them I need to pause the case SLA timers. I am adding under 'Waiting for Response' a new case status 'Session booked' as that has a number of specific actions generated for it and for this additional status, how can I also put a pause on the case.
The documentation just indicates that cases are paused when moved in to a 'Waiting for Response' stage, but I cannot find a process or field which controls this.
Thanks for any guidance you may have.
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Bogdan,
Thanks for your reply. I am aware of the process of using the Case Designer to add another stage in the process, and also the ability to group them, for which this entry is intended to be grouped with the Waiting for Response stage that already exists. It is the method of applying a pause to the SLA timer when a user puts a case in this stage that I cannot find how to do.
I looked at using a process, for when a case changes to that stage, but I cannot find a no-code method of pausing the SLA timer.
Do you, or anyone else know how to put the pause in place?
Anyone able to help?
Is this just not possible, as I cannot find anything in the process designer either