SLA conditions result in SLA being cancelled when it is worked.

[faisal_waryum]

Hi, I am working on creating SLA for multiple tables and when i have made my conditions according to the requirements its working fine. However when testing i noticed that the status shows as cancelled when the SLA is done, you can see from the picture i attached the state is closed complete but the task SLA is cancelled so on a reporting point of view this is not accurate. 

Below is the conditions i set for the Response SLA, for Start, Pause and Stop Conditions

Conditions for SLA:

If someone could tell me what is wrong in my conditions and if they have a solution, would be appreciated.

Thanks

[AndersBGS]

Hi @faisal_waryum ,

I don't get your issue. It is as expected that stage cancelled will make the state as closed - please see below from my PDI:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[faisal_waryum]

Hi @AndersBGS 

The issue in the end was a reporting perspective, it would show as SLA all being cancelled and i did not want this. 

[James Chun]

Hi @faisal_waryum,

Looks like you got a typo in the Stop condition, shouldn't it be Priority IS 1 instead of Priority IS NOT 1?

And I think you should simplify the SLA conditions.

For example, let's simplify the Stop Condition to something like Active is false.

Let's say the priority or the assignment group changes, if so, the SLA task will cancel as the Start condition has changed because we have the When to cancel set as Start conditions are not met.

This means you won't have to worry about the priority nor the assignment group in the Stop condition.

Hope that makes sense.

Cheers