Put a pause on calculating SLA

Hello,

I manage a RAID log for my team. I want to calculate SLA for each issue. I don't want to calculate if the case is checked in IT column and if it's status is "Cancelled", here is my current formula:

=IF(AND(Status@row = "Cancelled", IT@row = 1), 0, IF([Closed Date]@row > TODAY(), NETWORKDAYS([Created on]@row, TODAY()), NETWORKDAYS([Created on]@row, [Closed Date]@row)))

I wonder if there is an option to "pause" the calculation for a case like on Snow. So if for instance the status of the case was put on hold, the time when it is on hold won't be calulated in SLA, if this makes sense.

Thank you in advance for help.

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Accepted answers

Genevieve P.

Hi @Alicja Sybilska

You could have 2 columns set up in your sheet:

Put on Hold Date column (auto-filled by the Record a Date workflow)
Removed from being On Hold Date column (manually filled in when the Status is changed)

That way you could calculated the Networkdays between those two dates and subtract it from your current formula.

You could also say that if the current status is "On Hold", then do the Networkdays between the created date and that "on hold" date instead of Today.

Let me know if that makes sense and will work for you!

Cheers,

Genevieve

All comments

Genevieve P.

Hi @Alicja Sybilska

You could have 2 columns set up in your sheet:

Put on Hold Date column (auto-filled by the Record a Date workflow)
Removed from being On Hold Date column (manually filled in when the Status is changed)

That way you could calculated the Networkdays between those two dates and subtract it from your current formula.

You could also say that if the current status is "On Hold", then do the Networkdays between the created date and that "on hold" date instead of Today.

Let me know if that makes sense and will work for you!

Cheers,

Genevieve

Alicja Sybilska

Hello @Genevieve P. thank you so much, I just applied you solution and it seems to be working just fine!

Genevieve P.

Wonderful! I'm glad I could help.

Alicja Sybilska

Hi,

it sprang to my mind that the users might want to put ticket On Hold, "unhold" it, like in the process above, but if later they will put it On Hold for another instance the previous "On Hold" period will be lost from the equation and replaced by the new one, if that makes sense. Is there a way to keep both subtracted from SLA?

Genevieve P.

Hi @Alicja Sybilska

Ah, yes that is a tricky one. I can't think of a current solution using just your one row and set columns for this. If you're on an Enterprise plan, you could potentially track totals using Work Insights:

https://help.smartsheet.com/learning-track/advanced/work-insights

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