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SLA not behaving as they are configured


The way I have configured my SLA , it should be paused if I put a  ticket in any of the below status. The issue I am facing is , when i restore my ticket for the first time(say at 10:30AM) and then I  put it in Status:Awaiting Test Validation(say at 11:00AM) and now when i again restore it , the time to restore I am getting is  11:00 AM which I don't expect as it was paused at Status: Awaiting Test Validation. 

Does below configuration only pauses the time , won't it give me the initial restored date/time.


1 answer

0 votes
Gaurav Community Leader Dec 27, 2021

Hello @Chris 

I just came across this question. The shared configuration simply pauses the time and restarts from that point when started again.

Kindly accept the answer if this helps.

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