I have an odd problem. It appears that under certain circumstances, as yet (mostly) undetermined, I've got a resolution SLA that shows In Progress on the incident record but Paused on the SLA Timeline.
The incident is being created via ebonding, and then also updated via ebonding. The Pause condition on the SLA is being met, EG the state moves to On Hold. However when you look at the incident form, on the SLA related list, the SLA is shown as In Progress, and continues to tick. If you look at the SLA on the timeline, it's shown as paused.
The grey is where the timeline is showing it paused. And this is the detail:
I don't understand how these two things can be showing something different. The business have an issue as what they say is the SLA running, when it shouldn't be. Based on the timeline view the pause conditions are working OK.
If I do an update to the incident then the SLA is shown as paused on the incident form. HOWEVER it shows the elapsed time as recorded on the form, so is wrong,
If I close the incident and look at the record on incident_sla it shows with the wrong elapsed time.
If I repair the SLA then everything looks OK.
Any help here would be appreciated. Any ideas how this is occuring? And any ideas on what I can do about it??
Many thanks!
