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Vous pouvez le faire en sélectionnant un état qui est configuré dans ce tableau \"Mettre en attente\".",{"type":2080,"tag":2134,"props":2377,"children":2378},{},[2379,2384,2389],{"type":2080,"tag":2138,"props":2380,"children":2381},{},[2382],{"type":2085,"value":2383},"Définissez les statuts sur lesquels vous souhaitez suspendre le SLA dans le document SLA. Vous pouvez également ajouter des statuts personnalisés ici.",{"type":2080,"tag":2138,"props":2385,"children":2386},{},[2387],{"type":2085,"value":2388},"Lorsque le statut est modifié pour l'un des éléments ci-dessus, les champs de résolution et de réponse sont désactivés et les indicateurs du tableau de bord deviennent.",{"type":2080,"tag":2138,"props":2390,"children":2391},{},[2392],{"type":2085,"value":2393},"Lorsque le statut du problème revient à un statut non suspendu (qui n'est pas configuré dans le tableau « Pause SLA On »), le champ Durée totale de blocage sera défini dans votre document de problème.",{"type":2080,"tag":2081,"props":2395,"children":2396},{},[2397],{"type":2085,"value":2398},"Le temps de réponse et de résolution sera recalculé en ajoutant le temps d'attente, redémarrant ainsi vos temporisateurs SLA.",{"type":2080,"tag":2304,"props":2400,"children":2402},{"id":2401},"_33-temps-de-réponserésolution-dans-les-problèmes",[2403],{"type":2085,"value":2404},"3.3 Temps de réponse/résolution dans les problèmes",{"type":2080,"tag":2081,"props":2406,"children":2407},{},[2408],{"type":2085,"value":2409},"Le temps de réponse à un problème et le temps de résolution seront affichés.",{"type":2080,"tag":2081,"props":2411,"children":2412},{},[2413],{"type":2085,"value":2414},"Ces délais sont basés sur les délais définis dans le champ « Priorité » du tableau des priorités du niveau de service.",{"type":2080,"tag":2304,"props":2416,"children":2418},{"id":2417},"_34-sapplique-aux-nouveaux-problèmes",[2419],{"type":2085,"value":2420},"3.4 S'applique aux nouveaux problèmes",{"type":2080,"tag":2081,"props":2422,"children":2423},{},[2424,2426,2430],{"type":2085,"value":2425},"Une fois qu'un ANS est enregistré, il sera appliqué aux problèmes soulevés par les clients/territoires selon l'option que vous avez choisie dans ",{"type":2080,"tag":2101,"props":2427,"children":2428},{},[2429],{"type":2085,"value":2236},{"type":2085,"value":2431},".",{"type":2080,"tag":2304,"props":2433,"children":2435},{"id":2434},"_35-réinitialisation-dun-ans",[2436],{"type":2085,"value":2437},"3.5 Réinitialisation d'un ANS",{"type":2080,"tag":2081,"props":2439,"children":2440},{},[2441],{"type":2085,"value":2442},"Un ANS peut également être réinitialisé pendant le temps défini de l'ANS. Par exemple, si l'ANS est de 3 jours, vous ne pouvez réinitialiser l'ANS que dans les 3 jours suivant la création du problème. Après cela, le niveau de service affichera échoué.",{"title":2444,"searchDepth":2445,"depth":2445,"links":2446},"",2,[2447,2448,2449],{"id":2124,"depth":2445,"text":2127},{"id":2158,"depth":2445,"text":2161},{"id":2299,"depth":2445,"text":2302,"children":2450},[2451,2453,2454,2455,2456],{"id":2306,"depth":2452,"text":2309},3,{"id":2336,"depth":2452,"text":2339},{"id":2401,"depth":2452,"text":2404},{"id":2417,"depth":2452,"text":2420},{"id":2434,"depth":2452,"text":2437},"markdown","content:1.dokos:11.support:4.garantie-de-niveau-de-service.md","content","1.dokos/11.support/4.garantie-de-niveau-de-service.md","md",[2463,2465],{"_path":480,"title":479,"description":2464},"Le calendrier de maintenance affiche toutes les visites de maintenance à venir.",{"_path":486,"title":485,"description":2466},"Une réclamation de garantie est une réclamation d'un client pour obtenir des réparations gratuites pendant la période de garantie de l'article/service que vous fournissez.",1747740703221]