This is to resolve an issue with the SLA state for re-opened tasks in our assignment group(APP-GBL-COE Matrix SCM TMS FSS) and possibly other assignment groups as well. We observed that when a task is reopened, the state of the task defaults to Work In Progress; however, the SLA remains in the Paused state. See Attachments for evidence and correspondence with Service Now Team.
Task State | SLA State |
Open | In Progress |
Work In Progress | In Progress |
Pending | Pending |
Closed | Completed |
Task State after Reopening Task | SLA State |
Open | In Progress |
Pending | Paused |
Closed | Completed |
Work In Progress | Paused |
Open | In Progress |
