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user SLA on Cancelled Case Still Running in servicenow

nishant kumar
Tera Contributor

‎07-10-2025 11:42 AM

user SLA on Cancelled Case Still Running in servicenow how ro resolve this issue

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glideFather
Tera Patron

‎07-10-2025 12:19 PM

Hello @nishant kumar,

 

to get any idea, please share the conditions from your SLA definitions: go to the list of SLAs, locate the one still running and check its definition and review the Start - End - Pause - Reset conditions.

Especially the Start conditions, there is When to Cancel:

KamilT_0-1752175157651.png



Please share and we can discuss it together

 

 


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