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'??

[Community Alums]

@bns1 , are the below settings is where you are at?

============

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"?

============

The state changes to WIP, so how can it meets your start condition?

[Anil Lande]

Hi,

set your Start Condition like below:

Start condition: State | is | New OR State | is | Work In Progress

[manjusha_]

@bns1 

check cancel condition you added in your SLA definition

Also check workflow contex ,why workflow got canceled .

Share screenshot of your sla and workflow

Thanks,

Manjusha Bangale