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SLA on Cancelled SR's continue to run

Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
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

Best Answer

  • Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
    Accepted Answer
    Was able to get this mitigated. Added logic to the Queues looking only for the active status

Answers

  • Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
    Accepted Answer
    Was able to get this mitigated. Added logic to the Queues looking only for the active status
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