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, did you test in dev instance by commenting out setUseEngines(false); ?

[Ajay Bandil1]

Hi Shanee,

Have you got any answer from hi-support on this issue.

As we are also facing simillar issue, where ticket got resolved through a alert , but 1 SLA is still showing in in-progress state, while it should get complete as per stop condition.

[SD33]

not yet, so far we still don't know what is causing the issue.  

very frustrating.

Let me know if you figure it out first!

Shanee

[SD33]

we have are still having this issue.  SN has been unable to help us with this so far.