Summary

Detail missed in the title for brevity: the SLA metric must also have a 'pause'/'unpause' condition triggered at the same time as or very close to the close of the SLA.

Occurrences mostly happen when there is an Automation rule running on resolution of an issue (eg: adding a "your request has been closed" comment) after closing an issue that had a paused SLA. 

Steps to Reproduce

Very rare, not practical to reproduce manually. This just outlines an example config that matches the prerequisites to reproduce.

1. Ensure there is an SLA metric which pauses on "Status: Waiting for Agent" and stops on "Resolution set"
2. Ensure there is an automation rule which comments on resolution of a request. 
3. Create a request
4. Put the request in status "Waiting for agent" 
5. Resolve the request (with any status that is not "Waiting for agent")

Expected Results

 The SLA referred to in step 1 should be closed and commented on as specified by the automation rule in step 2.

Actual Results

The comment works, but the SLA will sometimes (rarely) be unpaused and still running. 

Known Workarounds

• Remove pause conditions from SLA metrics which stop on the same trigger which any automation rule uses to update the issue at all (comment, edit, transition)
• Remove automation rules which update the issue at all from issues which have pause conditions.   

Extra Details:

This may theoretically also occur in slight variations of example mentioned setup.