SLA stuck at pause even after its state is closed

[Santosh Oraon]

Hi Team,

I'm facing an issue with an SLA on the sc_request table. The SLA is currently in the Paused stage, and even after the request meets the stop condition (State = Closed), the SLA does not complete and remains in the Paused state.

The stop condition is configured as:

• Table: sc_request

• Stop Condition: State = Closed
  One observation I found while troubleshooting:

  • In the XML of the request record, the state value is 3 (Closed).
  • However, when I checked the Audit History, I don't see any audit entry indicating that the state changed to Closed.

Has anyone encountered this issue before or knows what could cause an SLA to remain in the Paused state instead of completing after the stop condition is met? Any suggestions on what I should check would be greatly appreciated.

Thanks!

[Swapna Abburi · Accepted solution]

Hi @Santosh Oraon 

You can troubleshoot by updating the request or doing an SLA repair to verify if the SLA is set to completed.

From above steps, if the SLA is set to completed, it could be that when request state was set to closed, the setWorkflow was probably set to true.

Thanks,

Swapna

[Swapna Abburi · Accepted solution]

Hi @Santosh Oraon 

You can troubleshoot by updating the request or doing an SLA repair to verify if the SLA is set to completed.

From above steps, if the SLA is set to completed, it could be that when request state was set to closed, the setWorkflow was probably set to true.

Thanks,

Swapna

[yashkamde · Accepted solution]

Hello @Santosh Oraon,

Your configurations seems right..

the cause may be there is no entry in the Audit History, it means the record was updated bypassing ServiceNow's standard auditing and workflow engines.

check for any code like this,

current.state = 3;
current.setWorkflow(false);
current.update();

If my response helped mark as helpful and accept the solution.

[Tanushree Maiti]

Hi @Santosh Oraon 

For our project when we faced the issue, that time If the stop condition intersects with the pause condition.As a result the SLA pauses instead of stopping.

How it was fixed:  When reviewed the SLA Definition. The SLA Engine evaluates Stop, then Pause, then Start conditions. Make sure your Stop Condition is mutually exclusive from your Pause Condition

[Tanushree Maiti]

Hi @Santosh Oraon 

Also check , after an item is closed, a background business rule, Flow Designer, or workflow runs asynchronously to update the request again.

This can cause the SLA engine to re-evaluate intermediate conditions or miss the final evaluation.