Atanas Atanasov

Current state:

The Elapsed time (min) field on the SLA KPI instances entity keeps data only for the latest Resolve SLA instance. In other words, if we change the priority of the case, that will cancel the previous SLA and create a new Resolve SLA. The pause time that was part of the canceled SLA will be 0 even though when that SLA was still active within that SLA there is a pause time as well.

The idea is the following: We want to have a Cumulated Elapsed time (min) field (which could be called Resolve SLA Pause time (min)) on the case entity that will calculate the cumulative Resolve SLA pause time from all previously inactive Resolve SLAs + the last Resolve SLA when the case becomes inactive. This time will be taken into account for calculating the Failure Time and Waring time of the current active Resolve SLA. This field should be updated each time Resolve SLA is canceled or the case becomes inactive.