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Why my SLA does not pause?

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Posted on by Josephkm_lim

Dear All

This question is regarding the new "SLA from Unified Interface". I am testing a SLA with different Pause Configurations done at SLA Items, and different Applicable From done at SLA KPIs.

Scenario: Two departments "BU QMT" and "MCSG" are handling a case and they need to pass the case to and from each other. So the SLA time needs to pause for one dept and start for the other one. Each dept also has its own Applicable From datetime. Below screenshot shows the setup on Service Management > SLA KPIs:

Below is the test outcome.

<Test 1: Passed>
Change Currently Assigned To = BU QMT > Save:
KPI for BUQMT = In Progress

<Test 2: Passed, as seen from the screenshot below>
Change Currently Assigned To = MCSG > Save:
KPI for BUQMT = Paused;
KPI for MCSG = In Progress

<Test 3: Failed>
Change Currently Assigned To = BU QMT > Save:
KPI for BUQMT remained at Paused;
KPI for MCSG remained at In Progress

<Test 4: a random test>
But if I set "First Response Sent" (in Details tab) = Yes > Save:
KPI for BUQMT = In Progress
KPI for MCSG = Paused

which should be the result for Test 3. Strange right? Is this a bug?

Please kindly share your thoughts. Do let me know if you need more info as I may not have explain it clearly. Thank you.

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Josephkm_lim on at

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RE: Why my SLA does not pause?

Hi Leah

Many thanks for your response. And my apology for the confusion caused by my screenshot. It was captured after Test 3 so it is more relevant to show the problem described in Test 3.

Yes, you are right > The ‘Currently Assigned To’ and ‘Paused for’ are custom option set fields.

Both contain same list. A change in ‘Currently Assigned To’ will toggle ‘Paused for’ to the other dept.

At the moment, 'Paused For' is just for visual. I haven't used it for any logic.

I have not tried using Power Automate to update KPI status since the function is now available OOTB (so it seems redundant).

Moreover, say if ‘Currently Assigned To’ is changed from MCSG to BU QMT, like in the screenshot, it involves:

Set the Paused status to Cancelled for BU QMT,

Creating an In Progress record for BU QMT, extending the Warning & Failure Times by the paused duration, and

Update the currently In Progress to Paused for MCSG.

The above steps seem to be the design of the "SLA from Unified Interface" at the moment.

Anyway, I will try it out to see what happens. Thanks a mil for the great suggestion!
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Community Member on at

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RE: Why my SLA does not pause?

Hi Josephkm_lim,

The ‘Currently Assigned To’ and ‘Paused for’ are custom option set fields?

And what ‘Paused for’ field is used for?

For your test2, the description don’t match screenshot, Or even the opposite.

And can you tell me what way you used to pause sla based on ‘Currently Assigned To’ field value. If possible, can you provide detailed description or screenshot.

Or you can change sla status with flow if you want.

Go Power Automate(https://us.flow.microsoft.com/en-us/ ) to create an automated flow.

The case and sla kpi instance is 1:N relationship, so you can list child records(sla kpi instance) when parent record(case) update, then based on ‘Currently Assigned To’ field value to update status of one sla kpi instance.

For example, ‘Currently Assigned To’ = BU QMT, update KPI for BU QMT status to ‘In progress’ and KPI for MCSG status to ‘Paused’.

Regards,

Leah Ju

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