SLA Pauses without meeting the condition. Behavior is abrupt

[nkarunakar13092]

Agents in our organization have reported that Service Level Agreements (SLAs) were paused unexpectedly.

We have 12 out of more that 10000 SLAs that got paused abruptly even though pause conditions are not met. What are the possible reasons for this abrupt behavior?

Note: We are using dot walked fields in SLA definition.

[J Siva]

Hi @nkarunakar13092 
Please share the screen shots of SLA config and the impacted record.
Regards,
Siva

[AndersBGS]

Hi @nkarunakar13092 

we need some more information to help you. Please share some snips of your configuration together with expected behavior and actual behavior.

[anurampalli]

hi Karunakar

What is the schedule of the SLA? is it possible to share screenshots of all tabs of the SLA?

Warm Regards

Anu

[kaushal_snow]

Hi @nkarunakar13092 ,

Please note utilizing dot walked fields in SLA conditions can lead to unexpected behavior. This is because the system evaluates these fields in the context of the current record, which may not always align with the intended logic....Enabling System Accessibility settings can impact the behavior of dot walked fields, especially in Agent Workspace. This might cause issues with field visibility and interaction, potentially affecting SLA conditions....Please confirm this...

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