Microsoft Dynamics CRM (Archived)

My SLA timer is not resumed after I pause it or viceversa

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Posted on by HajiraRoshan

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Hi,

I have set my SLA to pause , when status is in OnHold and again restart , when the status is In Progress..

But sometime it is not restarting (Occers only when my Case type is request)the timer when I change the status to Inprogress or Vice versa.. That is when the timer is running I cannot pause the timer by using OnHold .

First of all I paused my timer by setting SLA status to "On hold" then when I change the status to In Progress again , it must work..But the timer still remains in Paused state.. Pls reffer diagram

2017_2D00_09_2D00_01-12_5F00_07_5F00_02_2D00_Case_5F00_-test-_2D00_-Microsoft-Dynamics-365.png

but in my settings I have configured right ..

pls help..

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RE: My SLA timer is not resumed after I pause it or viceversa

Natalia, has anyone found a solution. We are having the same problem where the paused time is added to the SLA timer when the case record moves out of the "On Hold" status
Community Member Microsoft Employee on at

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RE: My SLA timer is not resumed after I pause it or viceversa

Hello Hajira Roshan,

we are currently experiencing the similar problem. When the Timer was set to paused by changing the Case Status to On Hold, and then back In Progress the time itself included the time when it was paused :(

Thanks!