Reset Condition in SLA is not working

[Codi]

Hi guy

Im new in ServiceNow and we encountered an issue in Reset condition in SLA and now it caused to triggered duplicate SLA's. Please help me if the condition that is set is correct.

Regards

[Pavankumar_1 · Accepted solution]

Hi @Codi ,

you need to change the reset conditions.

Initially while creating SLA your start conditions are state is pending and pending type is customer action.

If you want to reset this SLA then you need to give Reset conditions as below

State changesto Open or State changesto work in Progress

State changesfrom Pending

Pending Type is not customer action.

Make sure these conditions should met to Reset SLA.