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‎10-24-2024 02:15 AM
Hello All,
I am creating an Incident from CSM Workspace through Case on Domain Separated Instance. Means Creating a Case and then incident from Create Incident button from Case. Case and Incident both got attached to each other and the SLA's and OLA's for both got attached as well. Desired SLA getting attached to Case and OLA to Incident.
Now the issue is when I am moving an Incident from in progress to on-hold to match the pause condition of OLA. The OLA instead of moving to paused state is going to Cancelled state. There is not any type of customisation regarding the SLA/OLA. Unable to understand the root cause, matched all the scripts are same, system properties, definitions are same.
Could anyone please guide on this what should I do to debug the actual cause of the issue?
TIA
Solved! Go to Solution.
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‎10-24-2024 07:42 AM
The following docs page covers the processing order
Check to see if the 2c is what is causing your issue, is the start condition no longer valid? An SLA will evaluate as cancelled before being paused
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‎10-24-2024 07:42 AM
The following docs page covers the processing order
Check to see if the 2c is what is causing your issue, is the start condition no longer valid? An SLA will evaluate as cancelled before being paused
