SLA Resolution still running on Cancelled Incident

[Brian Sorensen]

I was running a report of all open incidents with a SLA Resolution state of in progress and business elapsed percentage over 100.  

Then I had to spot check the incidents as part of an exercise we are doing, I found one with the following conditions, and trying to sort out why it happened

Incident was opened on 9/30
Response SLA completed in the hour
Incident was set to cancelled on 10/30
Resolution SLA remained in progress

It looks like a "Stop Time" didn't populate in the table.

I entered one manually, and now the Resolution SLA is in "Paused" state, but how do I actually get it to go to Completed?

I tried a Repair SLAs, but doesn't appear anything happened.

[AshishKM · Accepted solution]

Hi, please check SLA definition for "Paused" condition running on incident table. Seems SLA closed condition not meet yet.

Thanks,
Ashish

Please mark correct answer and helpful for others if it helps you.

[Brian Sorensen]

Thank you!
I updated the completed condition to include the State = Cancelled and then repaired.  now its working

[AshishKM]

Hi Brian, good to know. it's working for you now.

Thanks,
Ashish

Please mark correct answer and helpful for others if it helps you.

[Tony103]

Below is what I get…