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.

[Tanushree Maiti]

Hi @KommineniB 

I can see unnecessarily you have used is one of operator for your condition.

e.g 

Your Pause condition

Pause Condition

• The pause conditions are
  
  status  is one of    awaiting info
  and 
  substatus is customer
  OR
  status    is one of   resolved

Just replace it as 

Pause Condition

• The pause conditions are
  
  status  is awaiting info
  and 
  substatus is customer
  OR
  status    is   resolved

Save it.  wherever you have used is one of , replace with is/OR.

Create a ticket and test.

[Tanushree Maiti]

Hi @KommineniB 

Just replace is one of  operator and use multiple OR  and validate it.

We faced this issue and after removing is one of operator , it started to work.

Let me know the result.

[KommineniB]

Thanks for the reply @Tanushree Maiti 
I even tried that but , the issue is not yet resolved.

[Ehab Pilloor]

Hi @KommineniB,

Why are you using is one of when there is only one value entered? The conditions get complex. Do use is instead and try. This was one of the incidents I had seen few months back. Try to build simpler Conditions.

Please Accept this response as Solution if it assisted you with your question & Mark this response as Helpful.

Kind Regards,

Ehab Pilloor

[KommineniB]

Thanks for the reply @Ehab Pilloor 

Earlier I have configured it with the (is) operator but while fixing the root cause I've used (is one of) operator .
even though i changed i tried it that issue still persists.