SLA Resolve warning when task state is closed completed

[patricko_connel]

Hi,

When tasks are closed complete and the requestor responds it seems the SLA kicks back in. This causes the 75% breach email notification to be triggered.

I've checked the following two articles but they seem to be for incidents, wheras my question is for tasks.

https://community.servicenow.com/thread/234115?q=SLA%20Resolve%20warning

https://community.servicenow.com/thread/229285?q=SLA%20Resolve%20warning

The SLA resolve warning notification image "SLA 01" is not configured on percentage but seems to be running on a workflow, image "SLA 02"

Another configuration that seems to be affecting all this is the Business rule "BU 01"

It could very well be the state number in the script, though I'm unsure how to resolve it. Can anyone suggest how to configure this to prevent the the SLA from resuming when the requestor responds?

Thanks much,

Patrick

[Brian Dailey1]

Hi Patrick,

So, to break it down....

1. The customer's comment is firing your business rule (BU 01).
2. BU 01 is changing the state of your task to a different value.
3. The business clock starts ticking again for your task.
4. The SLA workflow fires an event when the clock reaches 75% of the breach time.
5. The notice gets sent in response to the event firing.

It would help if you posted a screenshot of your SLA definition.   The most likely scenario is that your start/stop conditions on the SLA don't take this new state into account properly, or your new state is causing the task to be flagged as active again (so that the business time is ticking), or something similar... and voila, you're on your way to a (false) breach.   But please post your SLA def and we can proceed from there.

Thanks,

-Brian

[patricko_connel]

Hi Brian,

See attached SLA Task definition.

Thanks,

Patrick

[Brian Dailey1]

Hi Patrick,

So in your SLA definition, part of your Start condition is if the state is "Customer updated".   Since your BU 01 is changing the state to "Customer updated", this is probably the reason for your SLA restarting.

I'm not sure how you have your business rules setup to manage this "Customer updated", however you can try adding a criteria to your Start condition that "Active is true".   Assuming that your state management rules don't change active from false back to true when the closed task gets updated, then I believe this should work for you.

Thanks,

-Brian

[patricko_connel]

Hi Brian,

Just to make sure I follow. Setting a start condition that "Active is true" would then cancel the SLA once it "active is false" i.e. the job is closed complete?

Thanks,

Patrick