SLA on Cancelled SR's continue to run

Brian_Wiest

Brian_Wiest Customer Super IT Monkey ✭✭✭✭✭

March 2017 in Service Manager

We are implementing SLA's in our environment and in my staging lab in testing I found that a cancelled SR the SLA continues to run.
Wondering how others are handling this.

For my environment management will not accept breached SLA on cancelled SR's
Trying to decide it is better to

update the queues to handle the status of the SR
add logic to the management pack where end-event would include cancelled status
add workflow that finds Cancelled SR's and adds a completed date

0

Best Answer

Brian_Wiest Customer Super IT Monkey ✭✭✭✭✭

March 2017 Answer ✓

Was able to get this mitigated. Added logic to the Queues looking only for the active status
.

1

Answers

Brian_Wiest Customer Super IT Monkey ✭✭✭✭✭

March 2017 Answer ✓

Was able to get this mitigated. Added logic to the Queues looking only for the active status
.

1

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