SLA Clock not pausing when in pending state

[Anupam Thomas]

Hello All,

When case is in pending state the SLA must pause. But the SLA clock is not pausing when state is pending. Kindly share any possible reason that might be causing this.

Thanks in advance. 

[Jaspal Singh]

Hi,

Did you check for associated SLA Definition's Pause conditions? You need to add relevant conditions for Pausing SLA

[Jaspal Singh]

Refer doc link on what it means & how to set it up.

[Mahendra RC · Accepted solution]

Hello Anupam,

The SLA should have Start condition as shown below. This SLA will start when incident state is New and Assignment group is Team Development Code Reviewers

SLA can also have cancel condition as shown above and this SLA will be cancelled when Incident is cancelled.

Similarly to Pause condition the SLA you should have pause condition:

Check if When to resume field value is set as Pause conditions are not met. If not, then change it to Pause conditions are not met and check once.

Please mark my respsone as helpful/correct, if it answer your question.

Thanks

[Mahendra RC]

Hello Anupam,

Just wanted to check with you, if the my above response answered your question. If yes, then please do close this thread/question by marking the appropriate response as correct.

If you still need any further help or guidance on this then please update those on this question.

Thanks