Actual elapsed time is not refreshing once we will refresh our Form.

Chandrima Mukh2 · ‎03-25-2021

Please note that I have one SLA.

Start Condition:

Pause Condition :

Stop Condition :

Issue : Once i will resolved the case then again open the case, a new sla will be attached and existing sla will be cancelled. But the actual elapsed time of new sla are not updating in the related list.

If i will again paused the sla and then again change the status of the sla in working progress then actual elapsed time is getting updated in related list.

I am using sla engine as 2011.

Please help me for the same.

Tudor · ‎03-25-2021

So the process is like this:

When you open a task a display business rule(Calc SLAs on Display) will be triggered to update the task_sla

If an update occurs on the task a different business rules(Run SLAs and Process SLAs) will be triggered to update the task_sla

If non of the above take place the schedules will trigger as per their conditions to update the task_slas

This is what usually happens and that is how the task_slas are updated OOTB.

Tudor

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Tudor · ‎03-26-2021

Hi Chandrima,

I believe it's perfectly fine to have the system copy over the pause time, otherwise your will not have a clear picture of what's happening, especially with regards to the actual business elapsed time calculation.

But, I'm not saying that I might still be missing something.

Regards,

Tudor