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]

Use OLA for this buddy. 

[Dr Atul G- LNG]

Try to add

[Prerna_T]

Hi @SarinR 
You can use : 

Let me know if this was helpful ..