I've created a new SLA to track the actual amount of time it takes an agent to resolve a task. The SLA is defined as:
I want it to run when an incident is assigned to a person and it's In Progress or New. Outside of that it should pause. But what I'm seeing doesn't really add up. There's a number of issues:
1. The SLA attaches to the incident as soon as it is raised and starts ticking elapsed business time (as shown in the Task SLA panal). However when you look at the SLA Timeline, although the SLA is there, there's no task and no green bars.
2. When the SLA is paused, I don't see the green bars being paused; they just continue to run.
3. When the ticket is closed the Elapsed time seems to report the right time, but the SLA timeline shows the green bar running for much longer, and the numbers reported don't match those in the Task SLA tab on the main form.
Any direction or help here would be appreciated. I don't understand what I'm seeing if I'm honest.
I'm note 100% sure if this is the problem but these two parts of your pause condition seems to say the same thing one is just more specific. Since state is not one of (new, In progress) also mean state is resolved since it is not new or in progress.
Also I noticed that for your closed condition you used state as well as your cancel condition is using state. While all your other conditions are using incident state. Best practice would be to keep these all the same and I would suggest using state since that is what should be on the form.
