SLA Stage Moving to Cancelled instead of 'Paused 'When Incident is put in State 'On Hold'.

[v-jai]

I have created few New SLAs referring to Incident Table , Issue is when Incident is put in On Hold state , new SLA is going to Cancelled stage every time instead of Paused stage.

On other hand , OOTB SLAs are moving to Paused stage when INC is in On Hold state.

Here is below SLA Start /Pause / Stop Condition :

No Reset Condition is configured.

Please suggest for fix.

[Alberto Consonn]

Hi,

An SLA gets cancelled if neither the START, PAUSE or STOP condition is met.

You need to adjust your PAUSE condition accordingly cause it seems not triggered properly.

Hope this can help you.

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

[Sajilal · Accepted solution]

In the start condition tab, you should have a field When to cancel, if not then add it on your form, and it has cancel conditions, make sure it is empty and when to cancel says cancel conditions are met.

Please Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if it helps resolve your problem.

Thanks,
Saji

[v-jai]

In addition, if you create a SLA definition with a Start condition and a Pause condition that are mutually exclusive, your SLA will never pause but will always be canceled first. For example, for an SLA definition where the Start condition is State is one of "New, Active" and the Pause condition is State is "On Hold", when the Task is updated to state On Hold, the start condition will no longer match and the task SLA will be canceled.