SLA Resume not working for Date field when Pause condition is not met.

[Sharad_Mehra]

Hi All,

We have a requirement to Pause and Resume the SLA based on date on the Incident/Work request fform.

1.Upon selection of Incident/Work request State to 'Waiting Change' and providing 'Target/Deployment Date'-should pause the SLA.

2.The requirement is to Resume the SLA automatically once Target/Deployment date is reached.

We have already configured the SLA for the use case. PFA the screenshot with SLA conditions.

Thanks

[Robbie]

Hi @Sharad_Mehra,

I see a lot or multiple 'OR' conditions within this SLA which look like they could conflict with each other. This maybe the reason why the resume is not working.

The best way to confirm and resolve this is to simply strip back the SLA definition to one condition (For example 'Request state is Waiting Customer') and test the SLA pauses and resumes. Then try to simplify and reintroduce each OR condition to find out where the conflict is.

Don't forget, all of the OR conditions will need to be not met in order for it to resume, hence why I'd strip it back and build step by step.

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Thanks, Robbie

[Sharad_Mehra]

Hi @Robbie ,

Thanks for the response.

I have already tried that, SLA is not resuming once date is reached. 

Checking if someone have configured the SLAs Pause/Resume based on the Date field on the form.

Thanks,Sharad

[Robbie · Accepted solution]

Hi @Sharad_Mehra,

I can confirm that pausing or stopping an SLA is possible using a date field and checking as you have that the date is 'after' today for example. However, the key point to note is, that an SLA won't be triggered or updated based on the system clock when that date passes, the SLA will only be queried and the conditions checked when an update to the record occurs.

You can simply check this by stripping back all of your 'OR' conditions and have just 2 key conditions in place - the Request state of waiting customer and the Target/Deployment date of after today.

1st, make sure you trigger the new SLA based on the updated stripped back conditions. (You have to start a new SLA against any updates to the conditions.)

Now attempt to pause the SLA however set the Deployment date to today (On purpose for our testing). and set the Request state to Waiting customer - this should not pause the SLA.

Now, on a separate update to the Request record, update the Target/Deployment date to after today and save the record - you should see the SLA pause. This is becuase an update has happened against the record and the conditions are checked. It is not based ona. system time and check

I've tested this and confirmed it on my PDI. As per my initial response, often many OR conditions can conflict with others causing the unexpected behaviour.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Sharad_Mehra]

Hi @Robbie ,

Thanks for the response.

I have already checked the conditions as I mentioned earlier, OR conditions are not conflicting here. 

The requirement is to Resume the SLA automatically once Target/Deployment date is reached.

Updates to record Resume /Pause the SLA, I am looking for someone who did implemented SLA Pause/Resume based on Date. To get some reference.

Thanks