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! 😃
