SLA configuration issue. SLA timer is set to Pause only on hold Awaiting Caller. It still pauses on In Progress state.

[Fathima1]

This is an SLA configuration issue. I believe the issue is when the Incident is set to On Hold è Awaiting Caller, the SLA timer is set to Paused. This is great and it works. However, when the end user updates through the Service Portal, the Incident status is then changed to “In Progress” … but somehow, the timer is still set to paused.

 

[Brian Lancaster]

Can you provide a screenshot of your SLA Definition.  Specifically the pause condition tab.

[Fathima1]

Hi Brian, 

here is the screenshot of the Pausa Condition tab - 

[Tommy SN Sahlin]

Hi Fathima,

the Pause Condition definition doesn't look incorrect, but there are a couple of things you could start by adjusting. They are probably not causing your issue, but then at least you can rule them out, and have your definitions per best practice:

1. Use State instead of Incident State in your first condition. Incident State is legacy and not used anymore. There are a couple of OOB Business Rules in the background that keep the two fields in sync with each other, but if those are messed with you never know what might happen.
2. In both the first statements, change is one of to is (provided there is only one value the field should qualify against, which seems to be your case). This will require less work for the system in evaluating your SLA Definitions (although I'm sure you'd never notice a difference in performance) and it is much clearer to read.

Like I said, it might not be so probable that these things are causing your issue, but you never know... and it's worth the changes in either case.

cheers, hope that helps  /Tommy

[Brian Lancaster]

This appears to be the OOTB SLA's that I see in my PDI.  However I agree with @Tommy Sahlin, Advania when it comes to using state instead of incident state.  Since these are the same as OOTB SLA's that I see in my PDI I would also check your Business rules that keep incident state and state in sync.  One easy what to check if they are not being kept in sync would be to add incident state to your list layout and see if it is different.  Even thought incident state is legacy I believe there is still some legacy coding that uses incident state instead of state.