incidents are in closed and cancelled state but SLA is in in-progress state

[lakshmi2]

Hi Team,

there are few incidents which are in closed and cancelled and but their SLAs are in-progress state.

How to resolve this issue

[#2 · Accepted solution]

Hi Tejaswitha,

Check the stop conditions in SLA's definitions for incidents (Enter contract_sla.list and apply filter : Table is incident) then check the stop conditions over there, issue might be there.

Mark id correct/helpful

Thanks

Ajay

[Harneet Sital]

Hi Tejaswitha,

Adding to what Ajay said, check for the stop conditions as well check the in-progress conditions as well. Looks like you might be missing or have incorrect stop conditions. 

Secondly, for cancelled incidents, if the SLA state has to be set to cancelled stage then you need to add the same conditions to the "When to cancel" as well.

[Raju Koyagura]

Please verify the SLA Definitions are active or not and the conditions provided for Stop, something like below 

[Abhilash]

i have a similar problem, in my case SLA definition is active and stop condition is same as screenshot. still SLA shows inprogress

I have also checked pause condition , it should pause -on hold and resolved. incident is in resolved state but SLA is not paused