SLA definition not pausing even the pause conditions are met.

Neelavathi M
Tera Contributor

‎06-04-2025 06:00 AM

Hi All,

Issue: Incorrect calculation of SLA  even conditions are met.

NeelavathiM_0-1749041000287.png

 

NeelavathiM_1-1749041062018.png

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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Neelavathi M
Tera Contributor
In response to Weird

‎06-05-2025 11:59 PM

Hi @Weird ,

 

I verified it there is no such case.

 

Thanks

 

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