I have the following configuration for SLAs:
But when I look in the Service Desk Queue, this ticket has its timer paused when the timer should instead be running:
Question: What is the operator used in SLA conditions? In the above example, is it:
Pause On = "Resolution: Set" AND "Status: (2) Queued"
or is it:
Pause On = "Resolution: Set" OR "Status: (2) Queued"
I can't seem to find a pattern to this as our SLA timers appear to be starting/stopping and not obeying the conditions set. If we delete the SLA and create a new one (with exactly the same conditions), it appears to fix prior tickets that were not obeying the conditions. However, new tickets coming in then sporadically stop obeying the conditions again, so our timers/SLAs continue to be running/pausing.
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