Paused SLA's within Cases

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Posted on 9 Dec 2021 11:07:27 by empath-e CRM

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Hi,

I'm hoping someone can help here please.

When we set the Case Status to 'On Hold' our First Response SLA Status will changed to Paused. This is working as expected. However, when we then set the Case Status back to 'In Progress' the First Response SLA Status is set to Cancelled and another First Response SLA is created with the Status of 'In Progress' The SLA timer is calculating the pause fine as well. Is this by design and if so is there a way to modify the system so the SLA only update the Status of the initial SLA rather than creating a new one each time the Case is paused