SLA instance does not react the same in my production environment than in my Test environment when the timer is past failure time.
In Prod, my time stop when the condition is reach, event if it's the red. In Test, a failed timer never stop.
I check all the SLA and Entitlement configuration that I found and cannot find the difference.
Exemple:
I create a small SLA
- Start at creation
- End when field A is set to true.
- failure time : 5 min.
I create the case and wait 6 min then set field A to true.
Wait 1 min.
The time in Prod is stopped at -1 min; in Test show -2 min and still running.
Somebody know witch configuration can do this ?
I want the 'in Prod' configuration to be able to calculate penalty.
