SLA not pausing correctly when State is 'Pending Requestor Information

[Astik Thombare]

Hi Community,

I have configured a SLA which is getting paused when the State is one of 'Pending Requestor Information' or 'Resolved'. The SLA pauses correctly when the State changes to 'Resolved' but not when it becomes 'Pending Requestor Information'. We need to repair it every time to change it to 'In progress' . the issue is for every record in the table. Any help to resolve this issue is appreciated.

[Voona Rohila]

Is this issue occurring for newly created records too?

[Astik Thombare]

Yes 

[Ehab Pilloor]

Hi @Astik Thombare,

Try configuring another way by making "State is Resolved" OR "State is Pending Requester Information". And if it works, maybe raise a case with ServiceNow for the organization instance for the issue.

If you found my reply helpful, please mark it as solution and helpful.

Thanks and Regards,

Ehab 

[Astik Thombare]

I tried that as well . It is also not working

[Astik Thombare · Accepted solution]

Hi,

We identified a business rule on the HR Core Case table that impacts SLA pause conditions. The SLA was not pausing as expected when the pause conditions were reached. Now we have put conditions in Business  Rule that it should not work for that particular child table .

Thanks,
Astik