Incident SLAs cancelled

[Wade Clairmont]

I am sure this is an easy question for all you SN gurus out there......

Under what circumstances would an SLA get cancelled?

We are starting to see instances of incidents with cancelled SLAs, both response and resolution. Sometimes it may be the response SLA, sometimes the resolution SLA.

see pic for example.

I see indicator from the activity log of what updates to the record that would cause the SLA cancellation.   As well, it looks the system is mucking around with them.

I have searched through scripts and such, and the only this that I can find is if   the incident state changes, then update the SLA state, but not sure how "cancel" the SLA comes into play.

Any ideas?

Wade

[Brad Tilton · Accepted solution]

You have to be explicit there. I would change your stop condition to Resolved or Closed and see if that does it.

[Wade Clairmont]

Ahh.   I am guessing the thought is if the user "closed" the incident instead of "resolved," that may cause the issue.

I will update and keep you posted.

Thanks a bunch!

[sheths]

Hi Wade,

Did you manage to resolve the SLA cancellation issue.

I have slimier problem where on the pause condition the SLA cancels.

Thank you for you help

Shoaib

[Wade Clairmont]

Yes, we did resolve the issue we were having.   Our SLAs were still open after incident "resolved."  

So in the SLA Definition, we updated the Stop condition to include "resolved" where originally it only included "Closed."

Hope that helps.