SLA Clocks
You can view the SLA Clocks configured based on Customer Commit goal times for Restoration and Resolution of a work order. For this, your administrator must configure SLA Clocks section in Work Order View Process.
The behavior of SLA Clocks is similar to that in Web Delivery. The SLS clock stops functioning when the service is restored or the issue is resolved and the Actual Restoration Time field is populated. For information on pausing the SLA clock, see Pausing the SLA Clock.
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SLA Clocks can be configured for Case as well and work in the same manner as for work orders. For more information on configuring the SLA Clocks, see SFM Transaction Configuration.
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