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 

[jose_quinonez · Accepted solution]

As a work-around I had to create a custom business rule on incident table. When incident state changes from In Progress to OnHold,  I change the incident_task state to Pending, and viceversa, when the incident state changes from OnHold to InProgress then I change the incident_task state to Open.

[Brian Sorensen]

we just set the native that the incident task is set to state Pending to pause and un pause

In our business we do not want the OLA to pause if the SLA is paused.