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)

[Martyna Henclik]

I tried and it did work however this is more of a workaround. I'm curious to know how it can be fixed permanently.

[Mark Manders]

How often does this happen? How many cases do you have where this is an issue? No changes have been made to the SLA definition, so it can't be that it's running on something it shouldn't be running on, but we're dealing with software. A responds to B, responds to C, etc. if at any given time there was a hickup right at the moment the system should have canceled the running SLA, it's enough for the cancelation not to be triggered again. 
Is it something that happens often, then it can make sense to log a case with ServiceNow to see if they can see something on a recent one, if it's not explained by the logging of the record itself.

[Brian Sorensen]

Looks like you posted your start condition

Here is what we have setup for our P4 Resolution Conditions

We have not encountered what you have happening, but I know that I have had to run repair on a few if the state changes to fast.

For example someone moves from New to resolved to closed without letting the system do its thing.

is it possible that it was moved between states quickly and that broke your condition?

[Martyna Henclik]

Regarding P4 Resolution Conditions - we have the cancel definition within the Start (Cancel) condition. The reason behind it was that 'cancel' is not considered to be the same as 'closed'. As I mentioned it works on dev and test environments.

As for things happening too fast - I'd also tested on dev and test changing 3 fields at the same time (Assigned to, State, Priority)  and it worked as well. But to answer your question - yes, it usually happens this way.