SLA cancel condition is not working

[nameisnani]

Hi Team , 

can anyone please help me on this issue , 

I have created SLA on sc_req_item table . 

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I have tested this SLA , start , pause and stop condtions are working properly , the issue with cancel condtion . 

instead of cancel SLA stage is showing ' completed'  when ritm state is ' closed incomplete '

can anyone please help me on this issue on cancel conditon , what was the mistake , where i need to update please help me with the steps .

Thanks 

[Juhi Poddar]

Hello @nameisnani 

• There doesn't appear to be any issue with the SLA configuration itself.
• It’s possible that during testing, the SLA was already marked as 'Completed' before you changed the state to 'Closed Incomplete.' Once an SLA reaches the 'Completed' stage, it cannot transition to 'Cancelled' or vice versa.
• To test this properly, try setting the state to 'Closed Skipped' or 'Closed Incomplete' before the SLA is completed. This should trigger the Cancel condition as expected.

Re-iterated the same in PDI and it works as expected.

Hope this helps!

"If you found my answer helpful, please like and mark it as an "accepted solution". It helps future readers to locate the solution easily and supports the community!"

Thank You
Juhi Poddar

[nameisnani]

@Juhi Poddar  could you please provide me the  sla configuration screenshot of this ?

• To test this properly, try setting the state to 'Closed Skipped' or 'Closed Incomplete' before the SLA is completed. This should trigger the Cancel condition as expected.

[Juhi Poddar]

Hello @nameisnani 

• The SLA is configured correctly.
• In RITM try setting the state as closed incomplete/skipped directly.
• Check the SLA, it should be cancelled.

Note: Do not set the state in RITM to closed complete while testing the cancel condition as it will complete the SLA. 

Hope this helps!

If this helped please hit like and mark it as an accepted solution. It helps future readers to locate solution easily in community.

Thank You 

Juhi Poddar 

[nameisnani]

@Juhi Poddar  I am not getting point could u please provide me the sla configuration screenshot so that i can refer