SLA is getting cancelled automatically

[bns1]

Hi Expert ,

I am getting issue in SLA . My SLA is getting cancelled - this is what is happening  - 

Start condition: State | is | New

Pause condition: State | is | Awaiting User info

Stop condition: State | is | Closed

A new incident comes in with a state of new, the SLA starts running...

What happens when the state becomes "Work in progress"?

QUESTION:1 SLA will be cancelled or it will remain in progress ??

From following article - it seems it need to be cancelled and working as expected - 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547356

In this article - this is confusing line for me - 

And you create a SLA definition with a Start condition and a Pause condition which are mutually exclusive, your SLA will never pause; it will always be canceled first. For example, an SLA definition where the Start condition is State is one of "New, Active" and the Pause condition is State is "Awaiting User Info".

Question2 -  what is wrong in given scenario ? why SLA is cancelled here , and not paused when state changes to 'Awaiting User Info'??

[Anil Lande]

Hi,

Make sure all your state values are included in one of the condition.

Looks like 'Work in Progress' State is not added in Start/Pause condition so when the conditions are evaluated it does not match with any of the condition and it is cancelled.

I would suggest to add Work in progress state in Start condition.

[Community Alums]

Hi @bns1 ,

With your Start, Pause and Stop condition like this, when the State changes to Work in Progress, the SLA will be Canceled or still In Progress depends on what you define in 'When to cancel' field at the Start condition tab:

If you select ''Start conditions are not met", SLA will be Canceled.

If you select ''Cancel conditions are met" and not specify any condition, SLA will still be in In Progress.

With the KB above, again depends on the 'When to cancel', if you select 'Cancel conditions are met' (not given any condition)/ 'Never', when state changes to 'Awaiting User Info', the SLA will be Paused.

[Community Alums]

Hi @bns1 ,

Does the explanation make sense to you? If yes please help to mark as solution. If not I can assist further.

[bns1]

In my case , start condition is meeting but not cancel condition . cancel is set to 'Cancel conditions are met'

My workflow is getting cancelled even cancel condition not meeting and it is blocker for us.