OLA is not pausing

[jose_quinonez]

Hi,

I have an SLA defined for incident table. The SLA is defined to be paused when the the incident state is changed to "On Hold".

This is working fine so far.

I also have an OLA defined for incident_task table.

The OLA is defined to be paused when the the parent incident state is changed to "On Hold":

Incident.Incident state is On Hold

This is not working. The OLA is not pausing when the parent incident changes to On Hold.

What can I do?

Thanks

When I change the incident state 

[shubhamdubey]

@jose_quinonez 

Please check this article may be some business rule restrict that 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0745555

[jose_quinonez]

Hi,

Thanks for your response.

I don't have script includes.

I do have custom business rules on incident_table. I changes the order but didn't work. I even deactivated, but it is still not working

Thanks

[AndersBGS]

Hi @jose_quinonez ,

Have you ensured to set the condition correct? Please also note, that there is an automated synchronization between states on parent / child incidents:

https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/incident-management/...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[jose_quinonez]

Hi Anders,

Thank you for your response.

The problem is not about a parent-child incidents, but about a change in an incident that does not reflect on the incident_task sla.

Thanks