We had an incident come in on some weird SLA issues that seemed to appear. I was going to see if anyone had info on if the SLA stoppage needs to happen manually (ex: Agent changes state to ready from new. SLA acknowledgement should stop.), or can a script step do this too? In our environment we had a couple child cases breach. The parent was updated to different state and the children followed suit, but the SLA Definition did not stop the timer.
