How to Resume a Completed SLA When State Changes Back to "In Progress"?

[Satyam123]

Hi all,

I have an SLA (Resolution SLA) configured to start when the incident state is set to "In Progress" and stop when the state changes to "Resolved". This is working fine — the SLA completes as expected when the incident is resolved.

However, if the state is later changed from "Resolved" back to "In Progress" (for example, if the issue wasn't actually resolved), the previously completed SLA remains in a "Completed" state (Met or Breached), and does not resume or move back to "In Progress".

Is there a way to configure the SLA so that instead of creating a new SLA instance, the previously completed SLA goes back to "In Progress" when the task is reopened?

I want to avoid multiple SLA instances for the same task and instead have the original SLA track the total resolution time, including the reopened period.

Any guidance on how to achieve this — whether through SLA Definition configuration or scripting — would be greatly appreciated.

Thanks in advance!

[Swapna Abburi · Accepted solution]

Hi @Satyam123 

In your SLA definition, instead of stopping SLA clock when State is resolved, update the stop condition as "State = Closed" and pause condition as "State = Resolved". This way, when incident is resolved, the SLA clock will be paused and resumes when Incident is reopened.

It's the practice most of us are following from many years to ensure resolution SLA on Incident works as expected.