SLA

[Rahulkalra]

Hello Everyone,

I got once incident in which user has raised one access request . RITM was closed 7 days back but still it’s SLA is running and user is getting notifications for SLA breach %. What would be the cause and how it can be fixed?

[Jaspal Singh]

Hi Rahul,

You will need to check the SLA definition by navigating to Service Level Management >> SLA >> SLA Defintions and filter by RITM table.

Open the particular SLA associated and check for Pause and Stop conditions. You may need to update it to avoid SLAs being triggered after closure.

[Rahulkalra]

Hello Jaspal,

Thankyou for your reply . I have below conditions :-

Start condition:- Active is true and Item.SlA Delivery time is 10Business days

Stop Condition:- State is on of Pending, Open,Work inprogress and closed complete .

[Jaspal Singh]

Well in that case the Stop condition should have stopped the SLA timer. Are you checking for valid SLA definition? If so, was there any change to SLA Definitions, later.

[Rahulkalra]

How to check if there is any change happened later?