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sla

Vilas Singh Koka

Hi Community,

Sla's timer is not getting stopped even after the case status is under Resolved or Closed.

For few cases Sla gets stop when the status is Resolved and for few it wont.

Please help me regarding this any documents or video that help me regarding this issue please share.

I have attached the screen shot of SLA start stop condition and the error screen shot. sla error1.png sla 3.png

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Duc Thang TRAN

Hello @Vilas Singh Koka

Can you share the configuration of your sla "Time to resolution"? , i see only start condition but not pause condition and end condition

Vilas Singh Koka

Pause and Stop.PNG

Vilas Singh Koka

Hi, Duc Thang TRAN,

Please find the screen shot of pause and stop condition.

Finish condition is when entered the status Resolved and Resolution Set.

Attached screenshot of the case which is still running and going to breach even after the case has been resolved and then closed. SLA error2.png Pause and Stop.PNG

Duc Thang TRAN

@Vilas Singh Koka

Do in history of ticket, you are able to see the transition to resolved et resolution set ?

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