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,

Not exactly... your SLA will only stop when its state changes to one of those listed (Closed Complete/Closed Incomplete/Closed Skipped) and the Stop condition is met.

HOWEVER, adding "Active is true" to your Start condition will prevent the SLA from restarting when your business rule changes the state of a closed task back to "Customer updated".   This should work so long as you don't have logic somewhere else (e.g., another BR) that will change Active from false back to true when State changes from one of the closed states to "Customer updated" via (BU 01).

Thanks,

-Brian