pause SLA for other ticket stages Awaiting Customer
ART-1986_KNOWLEDGE_NODE-38
ticket is moved to the Closed state | The ticket was moved to Awaiting Customer Response state | The ticket moves to any state except Closed |\n\n**Conversations**\n\n| Metric | Default conditions | Start event | End event | Pause event | Resume event |\n| --- | --- | --- | --- | --- | --- |\n| First response time | The first message sent by a customer | Conversation created | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is
Service-level agreement | Computer for Support Teams | DevRev
ART-1986_KNOWLEDGE_NODE-34
target defined in the policy.\n* *Breached*: The time spent by the SLA metric is greater than or equal to the breach target defined in the policy.\n* *Paused*: The metric is currently paused based on some conditions. For example, when a ticket moves to awaiting customer response.\n* *Completed*: The conversation or ticket has reached the completion condition.\n\nBased on business hours defined for an organization, *Active/Close to breach/Breached* metrics can change schedules. Metrics move out
Service-level agreement | Computer for Support Teams | DevRev
ART-2695_KNOWLEDGE_NODE-31
additional configuration; it automatically resumes when the issue stage updates to any stage not designated for stopping the timer.\n5. Click **Save**.\n\nAssigning stage values for starting and stopping the timer is mandatory. Ensure that each stage value is unique across the start, pause, and stop options. Any configuration changes will only apply to issues created after the changes are made.\n\n![]()\n\nUninstalling the snap-in will remove the OLA metric from all active and new issues, which
Operational-level agreement | Computer for Support Teams | DevRev
ART-2695_KNOWLEDGE_NODE-30
*start*, *pause*, and *stop*. This configuration is available through the **OLA metrics for issues** snap-in. **Issue Resolution Time** is the default metric. For additional metrics, contact our support team.\n\n1. Go to **Settings** > **Integrations** > **Snap-ins**.\n2. Locate and view the **OLA metrics for issues** snap-in.\n3. Click on **Configure** within the snap-in.\n4. Select stage values for the **Issue Resolution Timer** to start, pause, and stop. Resuming a paused timer requires no
Operational-level agreement | Computer for Support Teams | DevRev