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Within the Automation Center, under the section Templates, you will see several of our SLA integration templates displayed.
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In the following, we will show you how you can use these to start, pause, resume, stop, and restart an SLA. (Click here for more details about SLA States and transitions Getting Started Guide ):
Create (aka Start)
More than one Create Automation can be defined for an SLA.
This allows you to specify that for an item of the Incident type, the goal should be Critical (with a duration of 2 hours), and for all other items, the goal should be Standard (with a duration of 72 hours).
More information on the priority of goals can be found here: How to define SLAs and their goals
For items with a certain value, the specified goal should be use:
"When an item is created and the Status Column value is status value. The SLA must be SLA-Goal”
"When an item is created and the Status Column value is status value. The SLA must be SLA-Goal and copy the due date into Column”
For items, the specified goal should be used::
"When an item is created use SLA with SLA-Goal for all other items”
"When an item is created use SLA with SLA-Goal for all other items and copy the due date into Column”
Pause / Resume
Through these automations, you can pause an ongoing SLA
"When status changes to something pause the SLA”
"When status changes to something pause the SLA and clear Column”
Through these automations, you can start a paused SLA
"When status changes to something Resume the SLA”
"When status changes to something Resume SLA and copy due date into Column”
Stop
Through these automations, you can stop an ongoing or paused SLA
"When status changes to something Stop the SLA”
"When status changes to something Stop the SLA and copy current date into Column”
"When status changes from something to something Stop SLA”
"When status changes from something to something Stop SLA and copy current date into Column”
Restart
Through these automations, you can restart an ongoing, paused, or stopped SLA
“When status changes to something Restart the SLA”
"When status changes to something Restart SLA and copy due date into Column”