SLA start and stop conditions when met at a time of incident created

[phr]

Hi All,

I have a SLA and  the start condition is as follows:

Also the stop condition is as follows:

Also incident created did meet all start and stop conditions at the time of incident creation. 

In this case the SLA keeps running till the 20 min of its specific duration and and it becomes "completed" indicating the SLA is breached.

Also we did notice that when the work note is updated within 20 min of the duration, the SLA becomes "completed" indicating no breach .

But in the stop condition it is no where specified about the work notes.

How to analyze this and how to prevent this?

[Mayur2109]

Hi @phr ,

Please check if any script like BR updates the fields which are in stop condition when worknotes are added. Also you can not add worknote in Stop condition for SLA, so check if any SLA contains work notes in their reset condition.

Please check and Mark Helpful and Correct if it really helps you.

Regards,
Mayur Shardul

ServiceNow Rising Star 2024

[phr]

Hi @Mayur2109 ,

I did check the BR condition and found nothing related.

Also the SLA stops ie shows "Completed" with no breach when i manually update the work note within 20 min of duration time.

I did even check the rest and stop condition and found nothing related to work note.

[User262802]

Hi @phr,

Just check if there is any condition added related to work notes in stop condition, also check if there is any BR updating such comments in the Incident..

Please check and Mark Helpful and Correct if it really helps you.

Regards,

Mayank Khurana

[phr]

Hi @User262802 ,

I did check the BR condition and found nothing related.

Also the SLA stops ie shows "Completed" with no breach when i manually update the work note within 20 min of duration time.

I did even check the rest and stop condition and found nothing related to work note.