SLA Status on Reset - Complete vs. Cancelled

Sue Frost · ‎06-11-2015

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.

Sue Frost · ‎07-22-2015

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.

View solution in original post

jcote · ‎10-26-2017

An SLA cancels when the Start, Stop, and Pause conditions are ALL 'false', after it is already Started.

Junior4 · ‎07-26-2018

Good Morning, I have the same problem, but since I have more than 300 registered groups I need to do this dynamically, for example: when the group is different from the initial condition, it should pause the sla. Can you help me?