Put a pause on calculating SLA



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.

Best Answer

  • Genevieve P.
    Genevieve P. Employee Admin
    Answer ✓

    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!




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