Two resolution SLAs completed when a ticket state changed from resolved to in progress

[Zane2277]

I have a resolution SLA definition that starts when created and the stop condition is if the state is resolved/closed/cancelled. 

We have times when the ticket state must be changed from Resolved to In Progress. When this occurs, the resolution SLA starts at ticket created time, as it should, however the previous SLA still shows Completed when the need is for the previous SLA to be cancelled for reporting purposes.  

Attached are the screen shots of the P1 resolution. I currently do not have a reset condition set for the SLA definition. 

Should there be a reset condition to cancel if conditions are not met or is this something that should be filtered when reporting on SLAs? 

Any assistance would be appreciated.

Thank you.

[JP - Kyndryl]

Hi Zane2277,

I never complete a SLA on a Resolved state, since this is not a final state (active is still true) and the incident can well be re-opened.  I always put the State = Resolved in the Pause condition (as well as the On Hold state) and inform the support users that a task_sla that is in Pause is the end of their work if the State in not On Hold.

If the incident is then re-opened, the clock will continue to tick for this SLA.

My Stop condition is always:   Active is false.

Regards.

JP