When a Ticket is in a status that is mapped to Planner Action, the SLA Clock is not paused and the time the Ticket is in this status is counted towards the Time with Agent.
SAP Cloud for Customer - Service
Reproducing the Issue
Go to the Service work center.
Select the Tickets view.
Select Ticket ABC (ABC represents the Ticket ID).
Select the Edit button.
Change the status of the Ticket to status DEF (DEF represents the Status name, which is mapped to Planner Action).
After x hours, change the status back to a status that is mapped to Processor Action.
You can see that the SLA clock did not pause and x hours were added to the value in the field Time with Agent.
The SLA clock is only paused, when the Ticket is with the customer side and the status is mapped to Requestor Action.
The recalculate feature – stop and start the clock – is designed to work only between Processor and Requestor Action.
This is mainly to know when a ticket is being processed by the Agent / Company and when the ticket is sent back to the customer.
Planner Action does not mean that the incident is back with the customer, but it is still within the processing Company \ Agent.
This is the expected system behaviour in SAP Cloud for Customer.
SLA Clock Status Planner Action Requestor Processor stop pause Time with Agent , KBA , LOD-CRM-SRP , Service Request Processing , Problem