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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Pause and Resume SLA i...
Service | Customer Service, Contact Center, Fie...
Suggested answer

Pause and Resume SLA is not working properly

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Posted on by Susritha 195

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.

  • Susritha Profile Picture
    Susritha 195 on at
    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 Profile Picture
    Susritha 195 on at
    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

    pastedimage1578297969848v1.png     pastedimage1578298155333v2.png

  • Susritha Profile Picture
    Susritha 195 on at
    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.

  • Suggested answer
    Bankole Oni Profile Picture
    Bankole Oni 10 on at
    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.

  • Suggested answer
    ashish12 Profile Picture
    ashish12 3,079 on at
    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.

  • Suggested answer
    ashish12 Profile Picture
    ashish12 3,079 on at
    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 Profile Picture
    LuHao 40,872 on at
    RE: Pause and Resume SLA is not working properly

    Hi Susritha,

    Please see if this document helps:

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

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