Hi,
I added sla in case form but whenever I create a new case and save it, the timer does not strat running it always display "paused". Please see attached file for sla configuration
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Hi Jane Please make sure that you have selected only the Required Status Reason value to pause your SLA in Systems Settings.
Navigation:- Settings>Administration>System Settings>Service>Select SLA Pause Status
addition to Omhden's comment ; i would suggest you to also have a look on organization business hours management.
mark my suggestion as verified if helpful.
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