We have a custom status “Waiting for Onboarding WFA” that does not have the SLA timer on it (so SLA paused). When the ticket is in that status, the Response and Resolution show paused. As soon as the ticket moves though to Open, the Response SLA shows past due, even though the ticket immediately went into this paused SLA status.
My question is, Is the Response SLA paused when the SLA timer is not on? The Resolution calculated correctly, but not the Response.
You can see on this ticket, the ticket just moved to open status and the Response SLA is 1 day overdue. The ticket went immediately into this Pause SLA status when opened as part of a workflow.
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Hello @shannon.mejia I would suggest taking this to the Freshservice Support team at support@freshservice.com. My guess is that since you are updating the status of the ticket via workflow it is presenting a bug with the Response SLA.
Testing this with a manual status change to a ticket at 8:53 EST indicates that both SLA timers are paused when moved to a paused status.
Here you can see that when moved back to a SLA enabled status at 8:55, it updated to match the current time for both SLAs
So that would tell me it is an issue with the fact that a workflow is immediately updating the status of the ticket to a status with a paused SLA timer.
Hopefully support can help figure out what is going on!
@zachary.king - Response SLA can ONLY be stopped with a HUMAN action, so it’s not a bug it’s a feature.
@shannon.mejia as you cannot stop the Response SLA without a human, I would suggest applying a different SLA to the onboarding tickets, and extending the response time, which will give you plenty of time to meet the SLA
@Roxwell thanks for the info! I knew only a human interaction would “qualify” as a response, but I didn’t understand that the Response timer would continue clicking if it is paused. Good to know. I will adjust the SLA response.
@zachary.king - Response SLA can ONLY be stopped with a HUMAN action, so it’s not a bug it’s a feature.
Oh my mistake, thank you for the clarification, this is good information to know :)
