SLA threshold breached automation doesn't get trigger if the status of the SLA changes after breaching

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    • Type: Bug
    • Resolution: Duplicate
    • Priority: Low
    • Component/s: SLA
    • None
    • 2
    • Severity 3 - Minor
    • 1

      Issue Summary

      When using the SLA threshold breached automation triggered, the automation will not trigger if, after the breach, the SLA goal changes status.

      Steps to Reproduce

      1. Create an SLA goal with multiple 'Start counting' and 'Pause counting time' conditions
      2. Create an automation rule with the 'SLA Threshold breached' trigger.
      3. Configure the automation with a time for 'breached by more than' (for example, 15 minutes)
      4. Let the SLA goal breach.
      5. Before it reaches the mark defined in the automation (15 minutes) pause the SLA, and you will notice that Automation is not triggered (which is expected)
      6. After pausing it, unpaused the SLA goal again, and you would notice the Automation is still not triggered for this work item

      Expected Results

      The automation will get triggered.

      Actual Results

      The automation is not triggered 

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available

            Assignee:
            Unassigned
            Reporter:
            Diego Lopez
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              Created:
              Updated:
              Resolved: