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.

 

[Tommy SN Sahlin]

@Brian Lancaster you are correct, the OOB SLA Definitions haven't been updated in ages...

[Brian Lancaster]

Also another thought... Can you look at your incidents is a list layout and add on hold reason. Just to make sure that it is being blanked out when that state is no longer on hold.

[Fathima1]

Here is the Incident layout for all Paused tickets - 

[Tommy SN Sahlin]

Hi guys,

I was going to ask for exactly the same things as @Brian Lancaster. I'd bet the farm the reason is either the one or the other! Most likely the resume statement in the Pause condition, unless changes have been made to the OOB State model for Incident.

cheers  /Tommy