SLA definition not pausing even the pause conditions are met.

[Neelavathi M]

Hi All,

Issue: Incorrect calculation of SLA  even conditions are met.

case 1: SLA is pausing at state "on hold" and Awaiting caller and not pausing for state "Resolved " for some incident .

case 2 :SLA is pausing at state "Resolved " and not pausing for state ""on hold" and Awaiting caller " for some incident 

Please let me know , how to check on this issue,

Appreciate your response.

Thanks.

[Dr Atul G- LNG]

Hi @Neelavathi M 

OOTB it is like that:

[Venkatesh A K]

Hi @Neelavathi M ,

It cannot be a scenario as SLA conditions are proper based on your screen shot. 

you can also open any issued ticket and try Repair SLA which will re-calculate the SLA and click on "show SLA timeline" to check how it has calculated as it will have pause / resume timings with status .

Thanks . 

[Neelavathi M]

Hi @Venkatesh A K ,

There are many records with same issue, i cannot repair the SLA.

Yes i checked the SLA timeline, i noticed that SLA stage appearing  as "Pause" but actually didnt paused(got to know from  when i calculate the business pause duration , SLA didnt paused at state resolved in case1/SLA didnt paused at state on resolved in case2).

to fix this issue a defect story has created, i need help in  analysing what exactly has to be fixed for this issue.

Thanks & Regards,

Neelavathi M

[Weird]

From my experience the issues with SLA's are most often caused by scripts.
For example a setWorkflow(false) our .update() scripts could cause issues.
Try to see if there's some kind of process for these cases.

One customer had a logic that updated a "SLA due date" field from the task_sla table on the incident table. For this they had used a setWorkflow(false) script and that made it so that the SLA didn't properly recognize the pause.