SLA Not Updating to “Completed” After Case Is Resolved
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yesterday
Hi Team,
I’m facing an issue where my Resolution SLA is not updating to “Completed” even after the case has been resolved.
Details:
The SLA was created about a month ago.
The case was resolved recently, but the SLA stage still shows “In Progress.”
The Stop condition in the SLA definition is set to State = Resolved OR State = Closed.
The SLA uses a 24x7 schedule and is linked to the Customer Case Management table.
I have also tried using the Repair SLA option, but it still does not change the SLA status to “Completed.”
I can see the SLA start and breach times are recorded correctly, but it never updates after resolution.
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yesterday
Check if any custom BR is restricting to update the audit fields.
Issues with SLA Pause and Complete conditions - Support and Troubleshooting
Please mark as helpful if this is useful.
Thanks
