Task SLA stage not updating when using "Request Info" UI Action


Description

The user's task_sla, in the Related List, is still showing as being in a Stage of "In Progress" when it should be "Paused" per the recent State change from "Active" to "Awaiting Customer Info" via the "Request Info" UI Action. 

Resolution

It was originally thought that the UI Action itself was the root cause (it was customized).

However, after further investigation, it was found that the user had a custom Business Rule which was causing the issue. Deactivating that custom Business Rule stopped the reported behavior, and the task_sla displayed the correct Stage value upon clicking the "Request Info" UI Action.