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On Hold time is getting calculated when new SLA item starts.

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Posted on by Community Member Microsoft Employee

Have multiple SLA items in a SLA with Applicable from (custom date time field). When stages changes custom date time gets updated and related SLA item starts based on Applicable criteria. Each SLA item has different failure time.

When I pause the record for 10 mins and moves to next stage new SLA items starts with 10 mins(on hold time)+failure time of SLA item.

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Community Member Microsoft Employee on at

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RE: On Hold time is getting calculated when new SLA item starts.

Hi,

Please see below files.

Pause and Resume : Allow

And also selected the Pause Condition.

But the Timer is displays the value as expected.

Step 1 : Create a record with Active Stage Name = New . Timer starts with Failure Time in SLA as 2m59s (correct Value) and hold the records for the "5mins".

Step2: Change the Active Stage Name = Draft.The Timer value need to be Failure time of SLA item as 2m59s but the Timer displays incorrectly as 7m59s.

Here I am updating the Stage Entry Time SLA Applicable From by workflow when Active Stage Name changes

The Timer calculating On Hold Time with Failure Time instead of only Failure Time in all other Stages.
Community Member Microsoft Employee on at

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RE: On Hold time is getting calculated when new SLA item starts.

Hi,

I have enabled Hold function.I can see the Label as Paused.But the Timer is not working as expected.When I move to next stage on hold time is getting calculated.

Thanks
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ashish12 3,079 on at

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RE: On Hold time is getting calculated when new SLA item starts.

Hi Susritha,

Enable Hold function from Admin Center? As descried by Justin.

What is your criteria to start an SLA? on Create?

Thanks
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Justin Wilkinson 1,336 on at

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RE: On Hold time is getting calculated when new SLA item starts.

Hi Susritha,

Worth trying the following:

Firstly does the SLA allow pause and resume:

have a check under service config settings:

Alternatively you can access this under system settings> service tab

Then review Select SLA Pause status:

Now check that the selected values based on your required status reason and make sure they are selected

I hope this helps !