SLA is not getting paused though it mets the pause condition

[mohanasaim41752]

Hello Community,

Greetings of the day. i hope you are doing good.

I observed strange behavior of SLA in production instance.

Issue : 

We have implemented SLA definition and given pause condition as state resolved now what we observed intermittently in some cases though incident state resolved but still TASK SLA status is not moving to paused and it's in in progress keeps on running and finally it's getting breached.

I have tried to replicate this in lower instances but it's working as expected even in production also 98% it is working as expected once in a while we are observing this behavior.

I did not observe any similarities or difference with the incidents where this issue is happening hence I am seeking for your assistance if some one come across this situation.

Kind regards

Mohan Krishna.

[Tanushree Maiti]

Hi @mohanasaim41752 

1. Ensure you have defined your STOP condition.

 In generic scenario When ticket Resolved , we mention it in SLA's stop condition.

Stop condition will evaluate first than Pause.  So try this approch.

Refer: KB0547356 Understanding SLA Conditions 

2.  Are you using incident state in your condition. In that case , recommendation is to use State field instead of incident state.

 Review your SLA Definition. Ensure your conditions rely on the global State field and that the condition is set to State is Resolved rather than is one of  operator.

3. Check if any customization on your task/incident table causing the issue.

Refer: KB0745555 TASK_SLA is not pausing when it meets the pause condition on the SLA definition. It pauses... 

4. SLA Stuck in 'Paused' Stage