diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 50f31fde2d6..c94700bdc5f 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -420,13 +420,13 @@ def handle_status_change(doc, apply_sla_for_resolution):
 	if is_open_status(prev_status) and is_hold_status(doc.status):
 		# Issue is on hold -> Set on_hold_since
 		doc.on_hold_since = now_time
+		reset_expected_response_and_resolution(doc)
 
 	# Replied to Open
 	if is_hold_status(prev_status) and is_open_status(doc.status):
 		# Issue was on hold -> Calculate Total Hold Time
 		calculate_hold_hours()
 		# Issue is open -> reset resolution_date
-		reset_expected_response_and_resolution(doc)
 		reset_resolution_metrics(doc)
 
 	# Open to Closed
@@ -440,7 +440,6 @@ def handle_status_change(doc, apply_sla_for_resolution):
 		# Issue was closed -> Calculate Total Hold Time from resolution_date
 		calculate_hold_hours()
 		# Issue is open -> reset resolution_date
-		reset_expected_response_and_resolution(doc)
 		reset_resolution_metrics(doc)
 
 	# Closed to Replied
@@ -449,6 +448,7 @@ def handle_status_change(doc, apply_sla_for_resolution):
 		calculate_hold_hours()
 		# Issue is on hold -> Set on_hold_since
 		doc.on_hold_since = now_time
+		reset_expected_response_and_resolution(doc)
 
 	# Replied to Closed
 	if is_hold_status(prev_status) and is_fulfilled_status(doc.status):
@@ -640,28 +640,35 @@ def on_communication_update(doc, status):
 	if not parent.meta.has_field('service_level_agreement'):
 		return
 
-	for_resolution = frappe.db.get_value('Service Level Agreement', parent.service_level_agreement, 'apply_sla_for_resolution')
-
 	if (
 		doc.sent_or_received == "Received" # a reply is received
 		and parent.get('status') == 'Open' # issue status is set as open from communication.py
-		and parent._doc_before_save
+		and parent.get_doc_before_save()
 		and parent.get('status') != parent._doc_before_save.get('status') # status changed
 	):
 		# undo the status change in db
 		# since prev status is fetched from db
-		frappe.db.set_value(parent.doctype, parent.name, 'status', parent._doc_before_save.get('status'))
+		frappe.db.set_value(
+			parent.doctype, parent.name,
+			'status', parent._doc_before_save.get('status'),
+			update_modified=False
+		)
 
 	elif (
 		doc.sent_or_received == "Sent" # a reply is sent
 		and parent.get('first_responded_on') # first_responded_on is set from communication.py
-		and parent._doc_before_save
+		and parent.get_doc_before_save()
 		and not parent._doc_before_save.get('first_responded_on') # first_responded_on was not set
 	):
 		# reset first_responded_on since it will be handled/set later on
 		parent.first_responded_on = None
 		parent.flags.on_first_reply = True
 
+	else:
+		return
+
+	for_resolution = frappe.db.get_value('Service Level Agreement', parent.service_level_agreement, 'apply_sla_for_resolution')
+
 	handle_status_change(parent, for_resolution)
 	update_response_and_resolution_metrics(parent, for_resolution)
 	update_agreement_status(parent, for_resolution)
@@ -670,12 +677,10 @@ def on_communication_update(doc, status):
 
 
 def reset_expected_response_and_resolution(doc):
-	update_values = {}
 	if doc.meta.has_field("first_responded_on") and not doc.get('first_responded_on'):
-		update_values['response_by'] = None
+		doc.response_by = None
 	if doc.meta.has_field("resolution_by") and not doc.get('resolution_date'):
-		update_values['resolution_by'] = None
-	doc.db_set(update_values)
+		doc.resolution_by = None
 
 
 def set_response_by(doc, start_date_time, priority):