SLA Pause Condition on Problem

[Dennis Bui1]

Hi Everyone,

We have an SLA for problems that will start based on the below condition

and the pause condition is 

But it seems not working as expected, SLA will pause when the problem state is either pending third party or submitted for RCA approval, but it does not pause when the state of the incident source is work in progress/pending.

The requirement is when an incident is resolved/closed, a problem ticket is created, a problem SLA will be attached to the problem record and start running, then if the incident is re-opened (the state is set back to work in progress/pending), the problem SLA should be paused and resumed once the incident is resolved again.

Any thoughts, help, pointers, etc. on this are greatly appreciated.

Regards,
Dennis Bui

[asifnoor]

The config looks fine. Instead of Is one of.. may be check if you can select "Changes to" and try it once.

[Dennis Bui1]

There is no "Changes to" option.

Thanks asifnoor.

[asifnoor · Accepted solution]

Ah sorry, missed the notification for this. Were you able to solve the issue?

Generally, SLA runs on the table that it is defined. So if the incident is reopened.. unless its state is known to problem record, I don't think the problem SLA will run. If possible, maintain the state of the incident in the problem table and update it on every update of the associated incident through BR.

Mark the comment as a correct answer and helpful if it helps.