i have an query i have created one status its HOLD and added the status to SLA paused on. I have created ticket changed the status to HOLD the SLA have been paused. now i changed to status replied it show now SLA failed, when i changed the status to replied it should resume the SLA why its getting failed.
In Frappe, SLA does not extend when paused.
It only pauses tracking, but the original deadline stays the same.
So when you move from HOLD → Replied, if the current time is already past the SLA due time, it will directly show FAILED instead of resuming.
Some tips :
Increase SLA time (quick fix)
Enable “Reset SLA on Status Change”
Best fix (custom logic): extend SLA by HOLD duration
For Example you can do the below :
new_deadline = original_deadline + hold_duration
Your SLA already expired during HOLD — that’s why it fails on resume.