SLA automatically restarts

[davilu]

Hi Community, our team is implementing a SLA where the start condition looks like this:

The stop condition looks like this:

On our help desk case table, we have a custom boolean field called Any Agent First Contact, which gets set to true from a before insert business rule on sys_journal_field table.  That business rule checks to see if the first comment is from an HR agent.  If it is, then Any Agent First Contact gets set to true and the SLA will stop.

We're running into an issue where the SLA stop condition works, but for whatever reason, the same SLA will start again:

This seems to be a weird timing issue where the SLA stops, but not before it starts again.  The Any Agent First Contact = false on the start condition doesn't seem to be doing anything.

Any ideas on how this can be fixed?

[GlideFather]

Hi @davilu,

you can focus on the two checkboxes in your first screenshot: Retroactive start and Pause.

Configure SLA retroactive start and pause

In non-prod environment, uncheck these two checkboxes and try to re-test the use case and let me know what was the behaviour then...

PS: very simple example of retroactive start is an incident is created at 6:00, the SLA start running, at 6:05 it's assigned to a Team A after some investigation that finished at 9:30 they will re-assign it to a Team B at 9:35 but the SLA is calculated retroactively, so the start is counted since the incident was created, not when it was assigned to the Team B... i don't know if that makes sense, let me know to discuss further