Depending on your processes, you may wish for certain case statuses to pause the SLA count.
For example, if there is a blocker that is outside of your company's control e.g. a resource is unavailable, or a supplier experiencing delays.
Usually, this will correspond with On-hold case statuses e.g. "Waiting on Supplier".
The Layer allows you to mark certain case statuses as Non-SLA. When a case is assigned such a status, The Layer will stop counting the time for the SLA. This may provide a more accurate view of your service user's responsiveness.
Case Statuses
The case statuses present in The Layer can be divided into two groups - Open and Completed.
Open Case Statuses
In Progress
New
Open
Waiting on Customer
Waiting on Internal
Waiting on Supplier
Completed Case Statuses:
Completed
Duplicate
Incomplete
Won't Fix
Cases in a completed case state will be considered closed. Because of this, only open case statuses can be assigned Non-SLA status.
Marking a case status as Non-SLA
From Settings, administrators can access Case On Hold Statuses.
From here, you can split the statuses between the two groups as required.
