A close friend and fellow SCSM nerd solved a commonly asked question about pausing the SLO clock for Incidents.
This blog post covers the solution he came up with.
Thanks Shayne for sharing your Stop the Clock solution
Stop the clock – Pause SLA
I have been asked a few times if I can post a blog about my “Stop the clock” solution I put in at my previous job. So, here it is!!
There are a few prerequisites.
You need to create the Incident Status you want to be included for status changes, which will trigger the “Stop the clock” workflow. Once these are created, follow the steps below.
1: Create Custom MP.
2: Create Notification Subscription including queues (Incident P1,P2,P3,”Paused”) and what will kickoff workflow (status change from x to y). Important: Create in Custom MP.
3: Create SLO’s in Custom MP – Resolution Time P1, Resulution Time P2, Resolution Time P3, Response Time P1, Response Time P2, Response Time P3.
4: Export Custom MP.
5: Open in XML Editor.
6: Find line – “NotificationSubscription_’GUID ID of…
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