Issue is SLA pause condition

[SarinR]

I have been trying to configure a pause condition for an SLA wherein when the ticket is reassigned to another group from GROUP A, it should pause. It seems straightforward, however, I don't see it working. There are 2 conditions for it -

1.) State(state) should be one of pending/awaiting info/resolved

(or)

2.) Assignment group is not GROUP A.

For condition 1, it is setting the SLA to pause. But, when the Assignment group is changed from GROUP A to another group, it does not set the SLA to pause.

Any suggestions is welcome. Thanks!

[Dr Atul G- LNG]

Hi @SarinR 

Better to use OLA , instead of updating the pause condition. 

[SarinR]

Hey @Dr Atul G- LNG ,

The SLA was configured long back, and the particular team is pretty much comfortable using them as well. I don't think they would oblige to change it to OLA. Also, as for your business use case, it should be configured as SLA.

[Appanna M]

Hello @SarinR ,

Try to add one more condition along with your assignment group is not Group A and Assignment group is not empty. 

Please Mark my Answer as Helpful, if you find this article helpful or resolves your issue.

[SarinR]

Hey @Appanna M,

Adding another condition didn't help. SLA remains In progress state. 

Thanks for the suggestion though!