Issues With On Hold Stopping SLA when hold reason is awaiting vendor

[Zane2277]

All,

Newbie here trying to get an SLA definition to pause the clock when the incident state is On Hold and the hold reason is Awaiting Vendor.

I am using State for the condition to be met for On Hold. Should I use Incident State instead? Any assistance would be appreciated. Thank you.

[Aman Kumar S]

Why are you using Or condition with state?

State is On Hold and On hold reason is Awaiting caller is sufficient

[Zane2277]

I have removed that or statement since I posted and it does not pause. 

[JP - Kyndryl]

Hi,

On Hold Reason is "Awaiting Caller" or "Awaiting Vendor" ?

Regards.

JP