SLA Clock not pausing when in pending state

Anupam Thomas · ‎09-01-2022

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.

Mahendra RC · ‎09-01-2022

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

View solution in original post

H_9 · ‎09-01-2022

Check your SLA definition.

1. Open your SLA definition

2. Check for Pause condition tab

3. If the pause condition is missing then add a ne w pause condition as follows:

state = "Pending"

4. Save and test

Please mark the answer correct if it helps.

Thanks.

Thanks. 🙂