Duplicate SLA Records on Reopened Incidents (Incident SLA Report)

[Apurva Tatekar]

Hi Community,

I’m encountering an issue while reporting on the Incident SLA table.

We’re seeing duplicate SLA metric entries for certain incident tickets—specifically for those that have been reopened. I am applying following filters in the report:

• Stage is not Cancelled

• SLA Definition contains Resolution

…the report still includes multiple entries for the same incident. Upon investigation, it appears that each time the incident is reopened, a new Resolution SLA is triggered, which results in duplicate records.

Has anyone faced a similar situation? Is there a recommended way to filter or handle such cases in reporting ?

Any insights would be greatly appreciated.

Thanks in advance!

[Dr Atul G- LNG]

Hi @Apurva Tatekar 

If that's the case, please check the reset condition in your SLA. The reset condition states that when you cancel the old SLA and trigger a new one, it will always create a duplicate.