SLA Definition - SLA still running even when conditions are met

[Martyna Henclik]

P4 Case resolution time.

Case has been Cancelled. Even though, the SLA definition for Cancel has been met the SLA on Case is still In Progress and running.

Case: P4 has been changed to P3, State has been changed to from New to Cancel.

SLA Definition: Priority is not 4 or State is Cancelled

I've reported that to SN Support but maybe someone had similar issues and has an idea on how to solve this problem?

(Apart from Repair SLAs)

[Dr Atul G- LNG]

Try to repair the SLA once. @Martyna Henclik 

[Mark Manders]

What is you 'cancel' condition? If it triggers on 'state is not canceled' it won't stop when the start conditions are not met, unless you explicitly set it to that.

[indian army]

It seems like you're dealing with a Service Level Agreement (SLA) discrepancy in your incident management system, specifically related to the transition of a case from P4 to P3 and changing its state to Cancelled. The SLA on the case is still showing as In Progress, despite meeting the conditions for cancellation.

Here are a few suggestions you might consider to address this issue:

1. **Review SLA Configuration:**
Double-check the SLA configuration to ensure that the conditions for Cancelled state and priority not being 4 are correctly defined. It's possible there may be a mistake or oversight in the SLA definitions.

2. **Check Workflow and State Transitions:**
Ensure that the workflow and state transitions are correctly configured. If there's an issue with how the state transitions are being handled, it could impact the SLA calculations.

3. **Verify Data Integrity:**
Check the data integrity of the cases that have been transitioned from P4 to P3 and Cancelled state. Ensure that the actual data in the system matches the expected state and priority changes.

4. **Audit Trail:**
Review the audit trail or system logs to track the changes made to the case. This might help identify if there are any unexpected or incorrect updates happening to the case records.

5. **Engage ServiceNow Support:**
While you've already reported the issue to ServiceNow (SN) support, it's essential to follow up with them and provide as much detail as possible. They may have specific insights or solutions related to your version of ServiceNow and its configurations.

6. **Temporary Workaround:**
If the SLA calculations are critical, consider implementing a temporary workaround, such as manually updating the SLA status for affected cases until a permanent solution is identified.

7. **Collaborate with Peers:**
Connect with colleagues or other organizations using the same or similar incident management systems. They may have encountered a similar issue and could provide valuable insights or solutions based on their experiences.

Remember to document any changes you make and keep stakeholders informed about the status of the issue and any implemented solutions. Additionally, ensure that any modifications align with your organization's policies and best practices for incident management and SLA management.