Incident close complete but sla still showing in progress

[Vinod S Patil]

Hello Everyone,

Incident is closed complete but still email SLA is showing in progress. can you please suggest to resolve this issue.

Below attached stop condition in SLA screenshot

[Mark Manders · Accepted solution]

You stop condition is that incident state is new. What is your start condition? Because it got started at some point and will never stop again, until you put the incident back to new. Since you say it is closed complete now, it will never return to the 'new' status and will never stop. Should that condition be 'is not new', looking at the fact that it is a response SLA?

[Mark Manders · Accepted solution]

You stop condition is that incident state is new. What is your start condition? Because it got started at some point and will never stop again, until you put the incident back to new. Since you say it is closed complete now, it will never return to the 'new' status and will never stop. Should that condition be 'is not new', looking at the fact that it is a response SLA?

[Dr Atul G- LNG · Accepted solution]

SLA stop at new state?  Seems wired condition, once incident move to other than new , it is not easy to get back in new state. Please correct the stop conditions with state = closed.