Actual Elapsed time considering Pause Duration in calculation

[Aayushi Sharma]

Hi Folks,

We are facing an issue where the actual elapsed time is considering the Pause duration in SLA calculation.

It is specifically happening with the records with no Schedule or 24*7 schedule.

Please help me understand if its an issue or an existing behavior.

I have been through Actual and business elapsed times and it clearly seems to be an issue.

Also please note that we don't have any customizations around SLA calculation.

Regards,

Aayushi Sharma

[AndersBGS]

Hi @Aayushi Sharma ,

How is your SLA definition configured according to pause? 

[Aayushi Sharma]

Hi Anders,

I have attached the screenshot of Pause condition. But it should not impact the Actual elapsed time. Right?