SLA not stopping even when the STOP condition is met

[rohitservicenow]

Hi, I am experiencing an unusual issue with SLAs. I have a two conditions to STOP SLA calculation and they are 

State != New 

or

Assignment Group !=ITSD.

For some reason when the first condition meets, the SLA stops but not when the second condition meets. If I repair the SLA, then the SLA stops (as expected) even for the second condition. I have checked the SLA definitions and schedules and find no issues. Has anyone experienced the similar issue before?

Attaching the SLA start and stop conditions for your reference. 

Start Condition:

Stop Condition:

Thanks,

Rohit 

[rohitservicenow]

Could this is be because of 'Assignment Group' and 'State' are mentioned in both Start and Stop conditions?

[rohitservicenow · Accepted solution]

Found the cause guys. It's one of the BRs on assignment group change disabling the SLA BR. But wondering if is there a way to force run a BR while using the serUseEngines(false)?

[Dizy M]

hi @rohitservicenow .. Id like to know what solution did u use as Im also facing this kind of problem . Thanks!

[rohitservicenow]

Hi @Dizy M , 

We had a BR which has 'setUseEngines(false)' which was disabling running other Server side code, so we had to adjust our BR to ensure the 'Run SLAs' BR is when even on Assignment group change. 

Please check if any of your BRs have 'setUseEngines(true)' or 'setWorkflow(true)' in it? 

Hope it help

[Raghavendra97]

We don't have any such BR but still the SLA was did not stop based on the Stop condition