SLA percentage Timer Action is not pausing

[Rahul Dalal]

Hi,

I have used the "Wait until X% of SLA Duration" to trigger SLA notifications.
Issue: My task_sla is in Paused state but the flow just continues to go to next step and marks it up as completed.
it cross 50% mark then 75% mark and doing the subsequent action. 

SLA Percentage Timer step [SLA Percentage Timer] is not behaving correctly. Is anybody else observing the same issue & please suggest some workarounds.

[Tanushree Maiti]

Hi @Rahul Dalal 

Use Wait for a duration flow logic  to give your users time to act during automated processes or to wait for a specific date and time to complete actions.

Also Refer Following KBs and validate :

KB0999777 SLA Timer does not pause if the task is paused, resumed, and then paused again. 

KB0869700 When you use a wait-for-condition followed by a timer in SLA workflow, the timer does not ... 

KB0869968 Custom flow on task_sla table is not triggered when repairing a paused SLA 

SLA Percentage Timer action 

[David_K]

Hi @Rahul Dalal 

I have just received the following answer from ServiceNow:

- This behaviour has been identified under "PRB2036311" which is currently being checked by our product team

- You can view the status of the PRB using the link below.
- Unfortunately, at this time, there is no workaround available, and the product team is actively working to resolve the issue.

https://support.servicenow.com/nav_to.do?uri=problem.do?sys_id=1cb98170472183509b3dd881736d4377

Best regards
David