SLA 'In progress' despite incident being Resolved?

[Supratik1]

Hi all,

I am facing an issue in which for certain incidents, when they are resolved, the response SLA completes, BUT the Resolution SLA does not complete, i.e. is still on 'In progress' stage.

On checking the Resolution SLA timeline of the incident, it shows that the Resolution SLA has been completed, but it is still running in the background and is triggering SLA breach warning notifications in place.

This is happening for some incidents only, whereas for other incidents on which the same SLA is attached , is working fine as required. 

Please help with your valuable inputs.

Thanks in advance!

Supratik

[Akash4]

Hi Supratik,

This may happen due to various scenarios. For the debug process I would suggest you to take a look on the following:

1. Check the Resolution SLA Definition for start, stop conditions and verify the incident activity logs using timestamps. Something like when did user changed states or any other fields at that particular time when the SLA got triggered or Ended.

2. You may also look in to reopen or priority changes which may trigger additional SLAs and you can compare this with the incidents that are going well.

3. Another way is to look in to server side scripts if you have written any on incident fields which may hamper the SLA conditions.

If you did not find a solution, please attach relevant images for a clear understanding of the scenario.

Regards, Akash