Sla of awaiting state get attached twice to the incident record

[ABC6]

we have a requirement where a new sla gets attached when state is in Awaiting state,issue is it get attached twice, no idea from where to start,please help me to get this expedite as i am new to this environment

[Peter Bodelier]

Hi @ABC6,

It is hard to say for certain without seeing the SLA Definition.

Probably your SLA has retroactive start checked. It was completed, the incident was set back to Awaiting state, which triggered the SLA the 2nd time.

[ABC6]

Yes it has checked , please refer to below screenshot and if it is related to retroactive start then what should i do.

[AndersBGS]

Hi @ABC6 ,

First of all, can you verify from the incident that it has been set to resolved and then back to awaiting .... as @Peter Bodelier referred to earlier? Second, can you please also share the stop condition and pause/resume condition, as this will help us much in guiding you further in your requirement.

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

Best regards

Anders

[ABC6]

yes, verified, state does not move from resolve to active and please refer the below screenshot