Is it possible to pause the SLA clock or reset it under certain conditions?
It's not possible to reset the clock of the SLA counter. If you set a schedule in your account and if you built the SLA policy to respect business hours, the SLA badge will consider the time outside of business hours and holidays. For more information, see this article: Why do I see differences in SLA target hours?
If you are using any of the below SLA metrics, you may be able to pause the clock:
- Requester wait time: the SLA pauses on pending.
- Agent work time: the SLA pauses on pending and on-hold.
- Pausable update: the SLA pauses on pending.
If you are using any other metric, it is not possible to stop the SLA clock from running.
As a workaround, you can create different policies with different targets that apply to tickets according to different conditions. For more information about SLAs, see the article: Defining and using SLA policies.