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Pause and Resume SLA is not working properly

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Posted on by Susritha

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If a Entity 1 Record is moved into On Hold the SLA timer will pause (and this will reflect on the Entity form). When the Record is moved back to In Progress , the SLA timer will continue where it left off.

System Settings-->service-->Entity 1-->On_Hold(Status Reason).

This is not working the SLA timer is running in background even if it is Paused.

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Susritha 195 on at

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RE: Pause and Resume SLA is not working properly

Applicable From : Custom Date Time Field

Applicable when: Active stage equals New

Success Criteria : Active Stage equals Draft

Failure Time:4 mins

Warning Time: 1 min(for all SLA Items)

If I am in "New" Stage and Hold the record for 10 mins and unhold it and Move it to "Draft" Stage but the Timer displays 14 mins instead of 4 mins
Susritha 195 on at

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RE: Pause and Resume SLA is not working properly

The SLA Applicable from Custom Date Time field and it has multiple SLA items. Each item has different applicable criteria(Stage Name from BPF).Also created a Status Reason called On Hold
Susritha 195 on at

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RE: Pause and Resume SLA is not working properly

Create a record during working hours(24 * 7) .Pause the record during working hours. Resume the case during working hours.The timer is not working Properly.
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Bankole Oni 10 on at

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RE: Pause and Resume SLA is not working properly

please verify you have the trigger function specify and confirm if the SLA transition is properly configured. please let me know if this resolves your issue.
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ashish12 3,079 on at

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RE: Pause and Resume SLA is not working properly

Hi, Please let me know if this works for you,

If yes, please close the thread by marking as suggested answer or let me know if its not resolved.
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ashish12 3,079 on at

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RE: Pause and Resume SLA is not working properly

Let me know if this is working for you ?

docs.microsoft.com/.../troubleshoot-sla-timer-issue
LuHao 40,888 on at

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RE: Pause and Resume SLA is not working properly

Hi Susritha,

Please see if this document helps:

docs.microsoft.com/.../troubleshoot-sla-timer-issue