SLA is stuck in paused state, even when case is closed.

[KommineniB]

Hi, help me with below
Start condition

• When case is created the sla is getting attached and working fine the conditions are
  Category is -----
  and
  Subcategory is  -----
  and
  casedetail.subtyep3 starts with ------
  and
  status(which is state) is not cancelled
• with above condition sla is getting attached and working fine and the state is inprogress which is expected.

Pause Condition

• The pause conditions are
  
  status  is one of    awaiting info
  and 
  substatus is customer
  
  OR
  
  status    is one of   resolved
• these conditions are working fine like either when state is waiting info or going to resolved the sla is paused.

Stop condition

• The stop conditions are
  status     is    closed
• the state is closed by auto closure . Like when the state is resolved and waits for customer response or to reopen if required. If no response or reopen done from the resolved date to 10 business day the case gets auto closed.
• The issue is  here when the case is getting closed the sla is stuck in pause state.

[sandeepdutt]

Hi @KommineniB ,

What i read and conclude from your conditions is that, the Pause Contion is taking the driver seat and Stop condition is in the back seat. So you need fix the Stop condition.

Also, in the conditions , try using database values for the state not display value , like awaiting info, Resolved, not cancelled with 5,6,9 (Just an example not real vaues).

[KommineniB]

Thanks for the reply.
Could you please elaborate this

• Also, in the conditions , try using database values for the state not display value , like awaiting info, Resolved, not cancelled with 5,6,9 (Just an example not real vaues).

I mean like where should i use those?

[sandeepdutt]

Hi @KommineniB ,

The reason I suggested checking the database values was to make sure:

"Closed" in the SLA condition actually maps to the correct state value on your Case table.
There aren't any customizations where the display label is "Closed" but the underlying value is something unexpected.

So, you can just open a Case that is in the Closed state. "Show XML"  from Configure.

[KommineniB]

I have checked the xml its showing correct value. also i have verified audit logs even in it i can see the that the state changes to closed & entry is also available.