SLA got attached twice at the same time. One is achieved and the other breached. Why is that?

[Ravish Shetty]

Hi all,

We have an SLA for the Change request table.

I am checking the Task SLA table where we have two task sla records created at same time. The acheived SLA is the correct one.

I have 2 questions here:

1. Why was there a second SLA attached? Is it because of the start condition?
2. Why didn't the second SLa stop like the first one?

The value of end date for the change was 2015-07-14 21:00:00

SLA definition:

Task SLA:

Edit: The SLA's did not get created at the same time. I was previously referring to the 'Start time'.

[srinivasthelu]

Hi Ravio,

Look at the Task SLA(created Time), that will give an idea.

I believe the Breached SLA might be attached long days after the first SLA is achieved.

SLA Engine works this way.

For every update on the task activity, it will check if any SLA start condition is getting satisfied, If yes it will if there are any other Same instance SLA's are active. If not it will trigger new Task SLA.

So i suggest you to change your Start condition accordingly.

[Ravish Shetty]

Hi Srinivas, Check the attached image, both SLA's were attached at the same time.

[srinivasthelu]

Hi ravio,

Are you mentioning the images that were posted with original question?

I could not see the created field anywhere in those screens

Thanks

Srinivas

[Ravish Shetty]

I was referring to the 'Start time'. I just checked the created on date of the SLA's and those two were different. The SLA seems to have got attached when the user tried to cancel the ticket. I am checking the history of the ticket, the updates were broken into 2 updates on the same time as against just 1 update. First update modified other fields and the second update change the phase to close. I guess that is the reason why this SLA got triggered. Not sure why there were 2 simultaneous updates..