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.

[Ehab Pilloor]

@KommineniB

Ideally SLA should be completed at Resolved, and a restart mechanism should be there, in case incident is reopened. Problem may be that SLA cannot move to Completed while it is Paused. You need to resume it and then move SLA to Complete.

Can you please try adding Resolved to SLA Complete Stage and remove from Pause condition for testing purposes?

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 all your replies @Ehab Pilloor  @sandeepdutt @Tanushree Maiti 
Got the solution where there was a BR where it was configured like sla should not process when the state is closed.