After the incident was closed, the SLA got closed/stopped 4 days later.

[AbdurRahmanSnow]

Good evening
We recently had an incident where once it got Closed, ..... 4 days later, the SLA got Stopped. It can be seen under Stop time column.
Do you know why this could have happened? I even checked the SLA definition, but nothing found. You can see the dates. On 21st, it got closed, but SLA stopped on 25th.
Please help.

SLA timeline:

The SLA is configured as below:

@Ankur Bawiskar @Dr Atul G- LNG @Viraj Hudlikar 

[Laveena-Agarwal · Accepted solution]

Hi @AbdurRahmanSnow 

Stop condition is mentioned as "Active = false" so when state was closed, active field did not change to false and on 25th it changes to false that's why SLA got stopped.

You can find the history of active field and check the changes.

Let me know your findings.

[Dr Atul G- LNG · Accepted solution]

Hi @AbdurRahmanSnow 

Your condition looks good, but one suggestion: instead of using Active = false, it’s better to add the State = Closed condition in the SLA stop criteria.

Also, it’s not that simple because this issue happens only with one instance. If there are multiple cases, we might need to analyze patterns to identify the root cause.

Did you try to repair the SLA once?

[Ankur Bawiskar · Accepted solution]

@AbdurRahmanSnow 

did you check when the active field was marked as false as that's the STOP condition for SLA

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG · Accepted solution]

Hi @AbdurRahmanSnow 

Your condition looks good, but one suggestion: instead of using Active = false, it’s better to add the State = Closed condition in the SLA stop criteria.

Also, it’s not that simple because this issue happens only with one instance. If there are multiple cases, we might need to analyze patterns to identify the root cause.

Did you try to repair the SLA once?

[AbdurRahmanSnow]

Thanks Sir.

The "Repair SLA issue" under Related Links, resolved the error, and the SLA "Stop time" got re-updated to when the ticket was Closed.

[Ankur Bawiskar · Accepted solution]

@AbdurRahmanSnow 

did you check when the active field was marked as false as that's the STOP condition for SLA

If my response helped please mark it correct and close the thread so that it benefits future readers.

[AbdurRahmanSnow]

Thanks Ankur

The "Repair SLA issue" under Related Links, resolved the error, and the SLA "Stop time" got re-updated to when the ticket was Closed.

[AbdurRahmanSnow · Accepted solution]

The "Repair SLA" feature under Related Links, resolved the error, and the SLA "Stop time" got re-updated to when the ticket was Closed.