SLA should not attached again to incident form when state changes from closed to in progress

[surya131]

I want a test case in which a SLA when incident state get closed and then again  changed to in progress. The SLA should not get attached to this incident form. It means SLA should not attach to incident form  again again. It should attach only one time, if closed once even after changing state to in progress it should never assign SLA to the incident.

[AndersBGS · Accepted solution]

Hi @surya131 ,

Basic, when an incident is changed to closed, the incident should never go back to in progress again. This should only be possible from resolved which is also the provided OOTB solution. 

If you follow the OOTB solution, then SLA should get paused when state change to resolved, and SLA should get completed when incident state changes to closed. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[AndersBGS · Accepted solution]

Hi @surya131 ,

Basic, when an incident is changed to closed, the incident should never go back to in progress again. This should only be possible from resolved which is also the provided OOTB solution. 

If you follow the OOTB solution, then SLA should get paused when state change to resolved, and SLA should get completed when incident state changes to closed. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[AJ-TechTrek · Accepted solution]

Hi @surya131 ,

Refer below articles for SLA troubleshooting and use cases.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0598456

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0598456