question Re: Same SLA got triggered twice and one is still running after incident is closed. in ITSM forum

Same SLA got triggered twice and one is still running after incident is closed.

sbeginner — Wed, 13 Jul 2022 10:39:38 GMT

Hi All,

I have 2 same SLA's that triggered at the same time when incident got created. Now, one after the incident got closed got completed but the other is still running. Please help on what could be the reason for the same.

Below screenshot of SLA Start condition:

Below screenshot of SLA Stop condition:

Re: Same SLA got triggered twice and one is still running after incident is closed.

dmathur09 — Wed, 13 Jul 2022 10:40:59 GMT

Hi,

Can you reshare the screenshots.

Regards,

Deepankar Mathur

Re: Same SLA got triggered twice and one is still running after incident is closed.

sbeginner — Wed, 13 Jul 2022 10:48:32 GMT

Attaching screenshots here

Re: Same SLA got triggered twice and one is still running after incident is closed.

dmathur09 — Wed, 13 Jul 2022 10:57:18 GMT

Hi sbeginner,

I could see the stop condition as "Major incident state" is proposed you can mentioned an OR condition as "active is false" in the Stop condition

Regards,

Deepankar Mathur

Re: Same SLA got triggered twice and one is still running after incident is closed.

sbeginner — Wed, 13 Jul 2022 11:02:41 GMT

Hi Deepankar,

Thanks for your reply. Yes but one among the two SLA got completed and stopped. I am looking for two things:

1. Why 2 SLA's got created in first place

2. Why one stopped and other is running on same condition.

Thanks

Re: Same SLA got triggered twice and one is still running after incident is closed.

dmathur09 — Wed, 13 Jul 2022 11:07:24 GMT

Can you share both the SLAs details, with start and stop condition

Re: Same SLA got triggered twice and one is still running after incident is closed.

sbeginner — Wed, 13 Jul 2022 11:18:40 GMT

Yes, I have added attachments for start and stop condition in comment. The SLA detail part adding here.

Re: Same SLA got triggered twice and one is still running after incident is closed.

Peter Ebenezer — Wed, 13 Jul 2022 11:31:02 GMT

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! 😃

Re: Same SLA got triggered twice and one is still running after incident is closed.

dmathur09 — Wed, 13 Jul 2022 11:31:11 GMT

There is an issue with this image

Re: Same SLA got triggered twice and one is still running after incident is closed.

sbeginner — Wed, 13 Jul 2022 12:39:30 GMT

Hi Peter,

Thankyou so much for your response. I already thought that your response is what I was looking for that I had already marked it correct just after reading it.

Although, I tried replicating this in my Dev instance and it did not create a second SLA. Also, The State is Resolved in the start condition is under the Cancel condition.

Re: Same SLA got triggered twice and one is still running after incident is closed.

sbeginner — Wed, 13 Jul 2022 13:50:35 GMT

Hi Peter,

While reproducing issue in dev I observed that it stops first sla while while proposing the major incident and starts another while promoting incident.

Re: Same SLA got triggered twice and one is still running after incident is closed.

dmathur09 — Wed, 13 Jul 2022 14:28:01 GMT

Hi,

Can you confirm if both the SLAs are same or different SLAs has been attached to the incident.

Regards,

Deepankar Mathur

Re: Same SLA got triggered twice and one is still running after incident is closed.

sbeginner — Thu, 14 Jul 2022 03:38:21 GMT

Yes both SLAs are same, therefore the issue.