Last week’s release introduced the ability for a provider to stop the SLA clocks under certain conditions, using automation rules. This temporarily removes the accountability of a provider, for example when a workflow has to wait for an approval of the customer. This functionality can now also be enabled from the task templates.
A checkbox ‘Provider not accountable’ has been added to task templates, which – when enabled – stops the SLA clocks of the requests that are linked to the workflow of this task. The checkbox is available to workflow managers, account administrators and designers.
In the ‘Task’ view, it is indicated for which tasks the provider is made not accountable for SLA breaches.