SLA - "Last On Hold Time" 12 hours behind past 13:00

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Posted on by Will97

Hi all,

I'm getting an issue with the time portion of the "Last On Hold Time" SLA field on the Case entity.

When the SLA is paused, the date/time value set is 12hrs behind (see screenshot) BUT only when past 13:00 - makes me wonder if it's 24hr/12hr format related rather than actually being 12hrs behind?
e.g. When paused at "19/04/2022 17:12" the value set is "19/04/2022 05:12".

A couple of things that I have looked into already:

There are no special SLA conditions, workflows or flows that seem to include this field in any way.
The 'System Settings' > 'Formats > 'Regional Options' > "Time Format" is set to 24 hour.
The 'Personal Options' > 'Formats > 'Regional Options' > "Time Format" is set to 24 hour - for the modifying users.

I might be missing something obvious, but I'm out of ideas at this point, so any help/ideas would be much appreciated.

Thanks

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Will97 10 on at

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RE: SLA - "Last On Hold Time" 12 hours behind past 13:00

Hi Steve, thanks for responding, I have a ticket open currently, thought I'd post it here too - in case anyone has any ideas, but you're right it is looking more like a bug. I will post the resolution of the ticket however for others' future reference if someone experiences the same issue.
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RE: SLA - "Last On Hold Time" 12 hours behind past 13:00

Hi Will97,

Based on your description and screenshot, this should be a bug. You would better raise a ticket to feedback this.