The 'Stage' field within the SLA table shows as 'in progress' for SLAs that are out of schedule - Support and Troubleshooting

The 'Stage' field within the SLA table shows as 'in progress' for SLAs that are out of schedule Description  Symptoms The 'Stage' field within the SLA table shows as 'In progress' for SLAs that are out of schedule

Resolution This is the expected behavior.

The SLA will only have a "Paused" stage if it meets the paused condition. It will stay "In Progress" outside of the schedule but the business time left will not change.

• If the SLA is active, the Pause condition is true, and the SLA stage is "In Progress" , the SLA is paused. • If the SLA is active, the Pause condition is false, and the SLA stage is "Paused" , the SLA changes back to "In Progress" .

Task SLA records contain two sets of timing information: Actual elapsed and Business elapsed .

The difference between these two sets of timing is vital when you create and report on SLA definitions.

Actual elapsed values are calculated on a 24x7 basis. Business elapsed values are calculated based on the schedule specified in the task SLA. The schedule is taken from the SLA definition by default. Please see the definitions below, which takes into account the schedule.

Breach time The time the SLA will breach, adjusted for business pause duration (for task SLAs with a schedule specified) or pause duration (for task SLAs with no schedule)

Business Elapsed Time Time within the specified schedule between start time and now (minus pause duration).

Business Elapsed Percentage Percentage of total SLA that has elapsed within the specified schedule (minus pause duration).

Business Time Left Time within the schedule remaining until SLA breach.

In summary; • The SLA will appear with the stage field as "In progress" when it is out of the schedule. • The SLA will only be changed to "Paused" once the pause conditions are met on the SLA definition • The SLA is expected to remain "in progress" even when it is out of schedule and the calculations for breach time/business time take this into consideration.

For further information and a example please see:

Actual and business elapsed times

Service Level Management (SLA) Resources