SLA definition not pausing even the pause conditions are met.
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06-04-2025 06:00 AM
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.
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06-05-2025 11:59 PM