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SLA Still running even after closing the case

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Posted on by trail

I have associated SLA's to a case. The incident is resolved but still SLA seems to be running. Is it not possible to close all the SLA once we close the case

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empath-e CRM 1,136 on at

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What Success Conditions do you have set for your SLA Items?

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Manoj Mane 1,020 on at

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Hi trail,

Please Refer the following thread:

MS Forum Thread

Also refer the step-by-step guide How we can actually “Pause” and “Resume” the Timer depending upon Case’s current status

Thanks,
Manoj Mane.

Please mark this as VERIFIED if it helps.

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trail 31 on at

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First Response Sent=Yes (Success Condition)

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empath-e CRM 1,136 on at

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But how are you setting the First Response Sent field value to "Yes"? You need to define a Workflow or Flow etc. to set the First Response Sent to "Yes" when an Action is completed (Phone Call, Email for example)

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empath-e CRM 1,136 on at

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Can you also add a screenshot of your SLA Item Success Conditions as per my example below

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