Same SLA got triggered twice and one is still running after incident is closed.

[sbeginner]

Hi All,

I have 2 same SLA's that triggered at the same time when incident got created. Now, one after the incident got closed got completed but the other is still running. Please help on what could be the reason for the same.

Below screenshot of SLA Start condition:

Below screenshot of SLA Stop condition:

[Peter Ebenezer · Accepted solution]

Hi,

You have the following in your START condition:

State IS Resolved

This should be an "Or" in your STOP condition, otherwise every time you stop one SLA a new one will be created and backdated (due to retroactive start).

So what appears to have happened is:

• The initial SLA was running, someone resolved/proposed the incident.
• Initial SLA Completed.
• Because the Incident was resolved it now matched the START condition once more so second SLA has now been created.
• you set the retroactive start time to the 'Created' time, which is why both SLAs show the same start time.
• Second SLA starts running.
• The second SLA will never resolve as the incident wont be proposed as major incident, given that it is resolved.

If you feel this has helped you, please mark this as correct to help others! 😃

[sbeginner]

Hi Peter,

Thankyou so much for your response. I already thought that your response is what I was looking for that I had already marked it correct just after reading it. 

Although, I tried replicating this in my Dev instance and it did not create a second SLA. Also, The State is Resolved in the start condition is under the Cancel condition.

[sbeginner]

Hi Peter,

While reproducing issue in dev I observed that it stops first sla while while proposing the major incident and starts another while promoting incident.