SLA Paused

[pramn]

why this behavior is this ? need to understand  when 

1. I change the state to 'Awaiting info'
2. the SLA paused
3. I received the information and I want to continue to work on the case (the case is still not resolved)
4. I changed the state to 'Open'

Expected result: the SLA will continue to count

Actual result: SLA remains Paused

Need a assistance

Thanks! 

[mattystern]

Hi @pramn 

You can check this under Service Level Management > SLA > SLA Definitions. From there, you can see a list of the SLA Definitions defined in your instance. There is a related list "Pause Condition" under each definition which you can check if conditions are not matching your expectations.

Hope I was helpful!

-Matt

[AndersBGS]

Hi @pramn ,

go to the SLA definition, open the SLA that does not resume and look at the pause condition for when to resume.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders