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

[Dave Smith1]

I'm afraid can't see your screenshot clearly as the conditions to the left have become truncated and I'm unsure how your conditions are constructed - I can't match your screen dump with the screens I see...

I've had a cancel condition work with flicking it to "SLA Conditions are not met", meaning when any of the start criteria "go false" then it cancels - such as incident changes to one of the states not mentioned, etc.

It's an interesting point - I may have a play later when I get more time.

[Cort1 · Accepted solution]

Our original SLAConditionBase had been skipped with each release since our Berlin days. This was causing the Cancel condition to not work properly. Thanks all for the help!

[Dave Smith1]

Oh, wow - Berlin... going back a bit!

Good to hear you've got it sorted.