SLA not pausing correctly when State is 'Pending Requestor Information

Astik Thombare · ‎07-25-2024

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.

Astik Thombare · ‎10-12-2024

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

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Voona Rohila · ‎07-25-2024

Hi @Astik Thombare

Can you please share start and stop conditions image too

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Rohila V
2022-25 ServiceNow Community MVP

Astik Thombare · ‎07-25-2024

HI @Voona Rohila ,

Start Condition

Stop Condition

Voona Rohila · ‎07-25-2024

The SLA is attaching properly when start conditions are met but the pause is only working for resolved state?

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Rohila V
2022-25 ServiceNow Community MVP

Astik Thombare · ‎07-25-2024

Hi @Voona Rohila ,

Yes , for 'Pending Requestor Information ' the SLA is not pausing