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SLA timer doesn't pause when its state is changed from InProgress to OnHold on a holiday

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This article provides more information about how the service-level agreement (SLA) Warning and Failure time is calculated if your organization defines business hours while scheduling working days and holidays in Dynamics 365 Customer Service.

Symptoms

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

Cause

If a holiday is configured, the status of the case is updated to OnHold to pause the case's SLA. However, the pause functionality associated with the OnHold status doesn't appear to function correctly. Therefore, the timer continues to run even on a holiday when it should be paused.

So, it includes the holiday hours, nonworking hours, and pause time (only business hours) while projecting the SLA warning or failure time.

More information

The functionality is by design. Your organization defines business hours while scheduling working days and holidays. The 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 Warning 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 won't be considered.
  • Create a case during non-working hours. Pause and resume the case during working hours. Hold time will be considered, and the Warning 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 won't be considered for the Warning and Failure time.
  • Create a case during working hours. Pause the case during non-working hours and resume it during working hours. The Warning time and Failure time will be recalculated.