cancel conditon is not working in SLA on ritm table

[nameisnani]

Hi Team , 

can anyone please help me on this issue , 

I have created SLA on sc_req_item table . 

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I have tested this SLA , start , pause and stop condtions are working properly , the issue with cancel condtion . 

instead of cancel SLA stage is showing ' completed'  when ritm state is ' closed incomplete '

can anyone please help me on this issue on cancel conditon , what was the mistake , where i need to update please help me with the steps .

[Ankur Bawiskar]

@nameisnani 

seems your setWorkflow(false) might be causing the issue

Did you try to deactivate that BR and see?

[nameisnani]

@Ankur Bawiskar 

i have only your script 

but still, sla is not cancelling .

[Runjay Patel]

Hi @nameisnani ,

As i said, check the history of the record, right click on header and see history like below. Just to confirm it didnt went to close before close incomplete. 

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[Runjay Patel]

Hi @nameisnani ,

Why you need setWorkflow()? remove it from script and check.

[Mark Manders]

I have the same results as Runjay. I set it exactly as yours and it got canceled. 

Check the SLA record itself. It has a 'Show SLA Timeline' related link. You can see what happened when.