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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.
Hi Susritha,
Please see if this document helps:
docs.microsoft.com/.../troubleshoot-sla-timer-issue
Let me know if this is working for you ?
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.
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.
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.
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
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
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