SLA is not getting paused when HRC is set to Awaiting Acceptance

[Lupita]

Hello Team 

We have an issue with SLA where is not getting paused when HRC is set to Awaiting Acceptance state even when is part of the conditions.

We have 3 state conditions on the SLA and just 1 is not working as it should. SLA should pause when HRC = On Hold OR HRC = Awaiting Acceptance OR HRC = Awaiting Approval

Any help will be really appreciated.

[AndersBGS]

Hi @Lupita ,

Which table is your SLA based on - I can't see from your snip? And have you verified that the state "awaiting acceptance" is referring to the same table when you look it up in sys_choice.list?

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

Best regards

Anders

[Lupita]

Hello @AndersBGS 
SLA definition is configured on sn_hr_core_case_payroll and states are on sn_hr_core_case. What I am seeing is that awaiting approval & on hold states are pausing SLA but the only one is not pausing SLA is for Awaiting acceptance.

We have all states on sn_hr_core_case table 

[AndersBGS]

Hi @Lupita ,

In the SLA definitions start by selecting so that you can dot-walk on related fields:

Afterwards dot-walk through the tables according to the scema map down to the task table to select the state (it should be placed on the sn_hr_core_case table):

The reason to do this, is that the state is placed on the HR case table and not on the sn_hr_core_case_payroll table. 

According to above it should then work

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

Best regards

Anders

[Dhirendra Singh]

@Lupita Have you found a solution for same, have seen this same behaviour in one of customer instances.