sla

[Vilas Singh Koka]

Hi Community,

Sla's timer is not getting stopped even after the case status is under Resolved or Closed. 

For few cases Sla gets stop when the status is Resolved and for few it wont. 

Please help me regarding this any documents or video that help me regarding this issue please share.

I have attached the screen shot of SLA start stop condition and the error screen shot.

[Duc Thang TRAN]

Hello @Vilas Singh Koka 

Can you share the configuration of your sla "Time to resolution"? , i see only start condition but not pause condition  and end condition

[Vilas Singh Koka]

[Vilas Singh Koka]

Hi, Duc Thang TRAN,

Please find the screen shot of pause and stop condition. 

Finish condition is when entered the status Resolved and Resolution Set.

Attached screenshot of the case which is still running and going to breach even after the case has been resolved and then closed.

[Duc Thang TRAN]

@Vilas Singh Koka 

Do in history of ticket, you are able to see the transition to resolved et resolution set ? 

[Vilas Singh Koka]

Yes, In history of ticket, We are able to see the transition in resolved. 

[Duc Thang TRAN]

Hello @Vilas Singh Koka 

Thank you for all the details, but to me, it seems you have all the transitions in your ticket, and normally the SLA should stop.

I hope someone more experienced than me can spot an anomaly.

You may need to open a ticket with support, they can analyze auditlog sla and defect the anomaly

[Vilas Singh Koka]

Thanks for your help