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)

[Mark Manders]

Since this is a ticket from October '23, just to be sure: have the conditions on the SLA changed since the SLA was triggered for this ticket? As soon as it starts, it will run on the conditions set at that moment, even if you change them in between.

If not, click on the 'SLA timeline link' on the case form. That will give you more insight in what happened when. If it's still not clear, please share screenshots from that as well (especially from the moment the case was cancelled). 

[Martyna Henclik]

Thank you Mark.

We haven't changed the conditions since October. I looked at the timeline and it looks as if the Cancel condition needed a Closure condition as well. 

Completed SLA

 

Resolution SLA (still running)

 

Possible reason behind the issue

 

[Martyna Henclik]

I also tested this definition on our dev and test environments. It works, the SLA is Cancelled but on Prod it's not reflected.

[Mark Manders]

Can you run a 'recalculate sla' on this record? It could very well correct it immediately.

[Mark Manders]

Sorry. I meant 'repair sla'