Hello experts,
I need your help and advice regarding pause and resume for SLA which I created for a client who also updates the case priority more frequently.
I have a Response SLA which has 3 SLA items, each one of them for different case priority. Each priority has different "Failure" time configured.
Let's consider the below configuration for Response time:
High Priority - 1 hour
Medium Priority - 2 hours
Low Priority - 3 hours
Case status "On Hold" will pause and "In Progress" will resume the SLA which is already configured in both SLA KPI and SLA Items level.
The Issue:
When I kept the SLA on paused for some time and then resume the SLA, it updates with the new Failure time. But once I further update the Case priority, the new Failure Time is updated without adding the amount of time the SLA was in kept Paused
Business scenarios:
At 8:00 AM - Case created in Medium Priority which has 2 hours to respond. Failure Time is 10:00 AM. This works well
At 8:10 AM - Case status updated to "On Hold" and kept the SLA on Paused for 10 mins. This works well
At 8:20 AM - Case status updated to "In Progress" and the SLA is resumed. The Failure Time is updated to 10:10 AM. This works well
At 8:30 AM - Case priority updated to "High Priority". Since the High Priority has 1 hour response time and the case was kept on hold for 10 mins, the Failure Time now I am expecting is 9:10 AM. But I am getting the Failure time as 9:00 AM even though it was on hold for 10 mins on Medium Priority.
Does anyone configured similar SLA (which I think its very common scenario) and tried updating priority to reflect the new failure time after it was in paused condition. Let me know how does this scenario should work, I think the time the SLA was on hold should be added.
Thank you in advance!
Preetam Yengkokpam
