SLA Pause is not working as expected

[Ravi41]

SLA are not pausing even when the conditions are met.

We need to pause the SLA when the state of the case is Awaiting info or Resolved. When state changes to Resolved, we could still see SLA stage in InProgress and not paused.

[Musab Rasheed]

Hi Ravi,

Add Resolved condition like this by clicking on 'Add OR Clause'.? Mark my answer as correct if that helps.

[Musab Rasheed]

Hi Ravi,

You can try with one of condition as well in pause condition.

[Ravi41]

Thank You for this. 

The sla is not pausing for certain cases only and all other cases are getting paused for this condition.

[Musab Rasheed]

Hi Ravi,

If that's the case then go to such cases open task sla record and click on 'Repair' button that should mostly fix the issue. Mark my answer as correct if that helps.