SLA Repair for incidents with on hold reason

[sarathvargh]

We had a pause condition looking at on hold reasons to pause the SLA.
Then we changed these on hold reasons but hadn't immediately changed the pause condition which caused us to run the repair for historical incidents.

But we ran it for a whole month of incident task resolution SLAs instead of the time frame from which the on-hold reasons had changed. Now, some older incidents with old on hold reasons was recalculated wrongly and are being shown as breached after this repair.
I believe it is due to the fact that the old on-hold reason is not there in SLA definition pause condition so the pausing is not happening for these old incidents.
Is this the reason or Can I fix it by some other method?

[Dr Atul G- LNG]

Hi @sarathvargh 

Technically, there's no way to update the SLA inline unless you change the incident to a different state and then bring it back to "On Hold". Only then will the SLA recalculate based on the new conditions.

We faced the same issue — we had to wait until the incident state changed and was then returned to "On Hold" in order for the updated SLA conditions to take effect.