SLA Status on Reset - Complete vs. Cancelled

[Sue Frost]

I have a request to set the planned end date on an SLA based on the due date on the case (aka task).

I was able to get that to work thanks to this wiki article: http://wiki.servicenow.com/index.php?title=Defining_Relative_Durations#gsc.tab=0

What I'm now seeing is that the original SLA is being marked as complete (when the due date changes) and a new SLA is being created. While this is good, it would be better if the original SLA was "cancelled", not completed. If that's not possible, then I'd hope for some way of identifying that the original SLA was completed because of a reset. In the end, I want to be able to identify as a reset SLA and be able to exclude it from reporting.

I haven't been able to find anything to suggest how to accomplish this so I'm turning to the smart folks here.

TIA.

[Subhajit1]

An SLA turns to the Cancelled State if any of the START conditions of the SLA Definition changes.

Say if you have separate SLA for P3 and P4 and the ticket gets changed from P3 to P4, so the initial P3 SLA would get cancelled out and the P4 SLA gets attached.

Try to look in the START conditions of your SLA Definitions to cancel out the desired SLA records.

[Sue Frost]

Thank you - that definitely helps.

If the SLA is only cancelled when the start condition is no longer valid, then I won't be able to cancel it - no without re-writing a huge chunk of this custom app.

So I still need to find a way to identify that an SLA has been marked as complete because the due date changed. Will keep digging.

[Deepak Ingale1]

https://community.servicenow.com/people/Mwatkins/blog/2012/07/06/2470

http://wiki.servicenow.com/index.php?title=Modifying_SLA_Condition_Rules#gsc.tab=0

Kindly go through above links to get into an inside of How SLAs are driven in ServiceNow.

It will help you set up your SLA properly according to it.

[Sue Frost · Accepted solution]

Please see this later question for my eventual solution.

As it turns out, an SLA only cancels when the start conditions are no longer true. If a reset condition is used, the original SLA is marked as complete and a new one is created when the reset condition is met. That may cause issues for reporting and there are no multiple SLAs meeting the same criteria.