Incident is closed but the SLA Tasks show that SLA Response and Resolve are still running

[bbf35621]

Hey guys,

I am trying to figure out why the SLA response and resolution are still running while the incident ticket is closed.

Here is an example,

Looking at P2 Resolve (4 days) in stop condition, I couldn't figure out why,

P2 response,

[Mark Manders]

It's running for a while now, so you should check if anything changed on the definitions at some point. It could be that the definitions was like this when the incident was openend.

Also: is the 'incident_state' set to closed? Because that's your condition, not the task_state (they should be aligned, but you never know).

Did you check the SLA Timeline (related link on the task_sla record)? It could show you what happened in 2023. 

Since the incident was closed in 2023, you don't have any logging anymore on what exactly happened. If the incident was closed in a way that didn't trigger anything on the task_sla record (maybe even due to a system glitch), you aren't going to find anything on it. You could do a 'repair sla' on the record to see if that sets the correct values.