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

sbeginner · ‎07-13-2022

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 · ‎07-13-2022

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! 😃

View solution in original post

dmathur09 · ‎07-13-2022

Hi,

Can you reshare the screenshots.

Regards,

Deepankar Mathur

sbeginner · ‎07-13-2022

Attaching screenshots here

dmathur09 · ‎07-13-2022

Hi sbeginner,

I could see the stop condition as "Major incident state" is proposed you can mentioned an OR condition as "active is false" in the Stop condition

Regards,

Deepankar Mathur

sbeginner · ‎07-13-2022

Hi Deepankar,

Thanks for your reply. Yes but one among the two SLA got completed and stopped. I am looking for two things:

1. Why 2 SLA's got created in first place

2. Why one stopped and other is running on same condition.

Thanks