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,

If your issue is resolved, Kindly mark my answer as correct if that helps.

Regards

[Neelavathi M]

Hi @Ravi41 ,

Even I am facing same issue, did you get any solution, if yes please do share .

Appreciate your response 

Thanks

[Ravi41]

Hi

Yes its due to too many transactions running at the same time.

we have changed our ticket closure jobs to run sla asynchronous so that ticket status gets updated and then the sla at its own pace.

Also we have requested our integration team to send status update of tickets with some interval like 3 sec etc so that status change with in the microseconds can cause impact