Incident SLA's not completing all the time

[SD33]

I am having a problem where some Incidents that are closed by the system are not completing their SLA records correctly. Not all of them, but some. When I manually close the Incident, then it completes the SLA record correctly, every time. 

I run an audit report every week to find and fix them.  I fix them by running an SLA repair on them and it works every time.  

Here are the conditions of my audit report:

'Stage' = "In Progress" and 'Task.Incident.Incident State" is "Resolved, Closed"
OR
'Stage' = "Paused" and 'Task.Incident.Incident State" is "Closed"

95% of the tickets fall into the first condition: 'Stage' = "Paused" and 'Task.Incident.Incident State" is "Closed"
5% of them fall into the 2nd condition: 'Stage' = "In Progress" and 'Task.Incident.Incident State" is "Resolved, Closed"

Here is what my SLA definition is doing:
Name: Enterprise Standard Resolution SLA P1
Table: incident
Target: Resolution
Duration: 4 Hours
Relative duration works on: Task record
Schedule source: No schedule
Start condition:
     Priority = 1 - Critical
     Retroactive start: true
     Retroactive pause: true
     Set start to: opened_at
     When to cancel:   Cancel conditions are met
Cancel condition:
     Incident state = Canceled .or. Priority != 1 - Critical
Pause condition
     Incident state = On Hold .and. On hold reason in (Awaiting Caller, Awaiting Change, Awaiting External Vendor) .and. or Incident state = Resolved
     When to resume: Pause conditions are not met
Stop condition:
     Incident state = Closed .and. Priority != 5 - Planning
Reset condition
     Priority != 1 - Critical
     Reset action:  Cancel existing Task SLA

The fact that it is ONLY when the system closes the ticket (never when the ticket is closed manually) and that doing an SLA repair fixes it, tells me my code is good, but something else that only happens when the system closes the Incident is affecting the Stop condition.  

Currently in Orlando version, but I think it started before we went to Orlando.  

Any ideas?

[Tony Chatfield1]

Hi, is the 'system' closure script oob or custom? perhaps it utilizes setWorkflow(false) and so br's are not triggering and the sla engine does not run?

[SD33]

It's a custom script
It does not use setWorkflow(false). But it does use setUseEngines(false) so it can close tickets and ignore data policies that prevented out of the box auto-closure from closing the ticket.

[Tony Chatfield1]

Hi, the vendor doc’s seem a bit vague regarding setUseEngines() impact on the SLA 'engine'
but as it is an engine I suspect it would also be impacted\disabled - at least this would be logical.

Perhaps another forum member can point us in direction of clear and specific vendor documentation, as I could find nothing that clearly confirms that this method applies to all engines IE SLA Engine.

You could log a case in HI requesting clarification.

Or prove this is the issue by testing in sub-production with setUseEngines(true)
or commented out in your script?

[SD33]

thanks Tony.