SLA Cancel Condition not working

[Cort1]

I was really excited to see the option of "Cancel Condition" on SLA's in Helsinki and beyond. I rushed Istanbul into our Dev environment so I could start testing. By controlling when the SLA cancels, we no longer have to make sure the Start Condition is true until the Stop condition is reached.

There is a new drop-down for "When to cancel" with options of

• Start conditions are not met
• Cancel conditions are met
• Never

So far it is not working the way I hoped. I first tried the "Never" option. I was able to get my incident SLA to cancel immediately. Hmmm, maybe I did something wrong.

I tried the "Cancel conditions are met" and set a condition that would never be true. That SLA too canceled.

Just wondered if anybody has experienced problems with this setting or is it working fine for you. Thanks - Cort

[Michael Fry1]

There is a action chart on this page that might help with some troubleshooting: SLA transitions

[Cort1]

When I read this:

• Never option: The SLA will never be canceled.

in the SLA conditions documentation, I take it literally.

[Dave Smith1]

Cortney Cable wrote:

By controlling when the SLA cancels, we no longer have to make sure the Start Condition is true until the Stop condition is reached.

I'm not certain I understand you here... do you have a blank start condition?  

What's the trigger that begins the SLA?  

Are you also saying that there will never be any circumstances for which an SLA is aborted?

[Cort1]

Initially, I just want to prove that I can get an SLA to NOT cancel. Here is my test SLA:

I changed a new incident to an "Assigned" state and here is the result: