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)

[AndersBGS]

Hi @Martyna Henclik ,

Please share a snip of the SLA definition cancel conditions together with the SLA running on the related list of the incident etc. By doing this, it will be much easier to help you.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Martyna Henclik]

The definition for Cancel is:

and the Case 

 

[Martyna Henclik]

SLA Definition for Cancel is: Priority is not 4 or State is Cancelled

[Martyna Henclik]