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

[Geeky]

Your system might have different SLAs for different priorities or different groups. In such cases when you move the ticket from one priority to other priority or when you assign the ticket from one group to other group then old SLA will be cancelled and new SLA will be attached to the Incident.

[Wade Clairmont]

There are no different SLAs for each assignment group, only one set for one service desk.   As well the ticket was logged by an agent, and resolved 3 minutes later without reassigning it to another group.

Thanks though.

[Brad Tilton]

I believe the criteria for the SLA being cancelled would be that the incident no longer meets the start, stop, or pause conditions.

For example, if your start condition was Incident state = active and your stop condition was Incident state = resolved, but then the incident state changed to closed I think it would cancel the SLA.

Could you post a screenshot of the conditions from your Priority 4 & 5 Incident Resolution SLA?

[Wade Clairmont]

You would think that if an incident state = resolved, then the SLA would be complete.

As requested, here is a shot of the Priority 4&5 definition.