SLA timer does not pause when its state is changed from InProgress to OnHold on a holiday

Issue

Once triggered, the SLA timer continues to run even when its state is changed from InProgress to OnHold.

When a holiday is configured, the status of the case is updated to OnHold to pause the case service level agreement (SLA). However, the pause functionality associated with the OnHold status doesn't function correctly. Therefore, the timer continues to run even on a holiday when it should be paused.

Due to this, it includes the holiday hours, non-working hours, and pause time (only business hours) while projecting the SLA warning time or failure time.

Resolution

This is an intended functionality. Your organization defines business hours while scheduling working days and holidays. SLA warning time and failure time adhere to those settings and are calculated based on the defined hours.

See the following scenarios to understand how the SLA Warn and Failure time is calculated:

  • Create a case during non-working hours. Pause and resume the case before working hours start. Hold time between Pause and Resume will not be considered.
  • Create a case during non-working hours. Pause and resume the case during working hours. Hold time will be considered and Warn and Failure time will be extended based on hold time.
  • Create a case during working hours. Pause the case during working hours. Resume the case during non-working hours. Hold time will not be considered for Warn and Failure time.
  • Create a case during working hours. Pause the case during non-working hours and resume it during working hours. Warn time and Fail time will be recalculated.

More help

Track SLA details with Timer Control

Define Service Level Agreements (SLAs)