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SLA not pausing correctly when State is 'Pending Requestor Information

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Astik Thombare
Tera Sage

‎07-25-2024 07:59 AM - edited ‎08-10-2024 11:07 AM

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.

 

 

 

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Astik Thombare
Tera Sage

‎10-12-2024 06:31 AM - edited ‎10-12-2024 06:33 AM

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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12 REPLIES 12

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suvro
Mega Sage
In response to Astik Thombare

Sunday

Hi Astik,

What was the business rule ?

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Pragati Malviya
Tera Contributor

‎07-10-2026 11:02 AM

Can you share the business rule name

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Astik Thombare
Tera Sage
In response to Pragati Malviya

yesterday

Hi @Pragati Malviya ,

 

It was a custom BR . you need to find that BR for your environment which might be causing issue .

 

Thanks,

Astik T

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