SLA Clock Doesn't Stop on Cancelled SR

Question

Our SLA clock doesn't stop when an Service Request is Cancelled or Failed. I thought this was working correctly previously. I have modified the MP so that the clock will pause when the SR goes On Hold. Since then, at least, Cancelled and Failed don't stop the clock.

I read an(old) post that said add criteria to the queue, for status =!failed and status=!cancelled. The queue we use currently has one criteria, [Service Request]Status does not equal Recalculating SLOs. By default, when you add criteria the logic is OR. I have changed logic to AND once, and could probably do it again. We don't really use New and Submitted statuses. So, I'm thinking I would have to add both In Progress and On Hold to the criteria for the queue. I'm not sure how I would construct the logic for that, unless possibly do Not Recalculating AND In Progress OR Not Recalculating AND On Hold.

Alternately, we could mark the SR as Completed and set the Implementation Results to Cancelled or Failed. (This would be almost too easy, except about 100 people or so would have to break old habits and develop new. But we love change!)

Could we Cancel or Fail the SR after marking it as Completed? Have I missed something? I'd like to hear what you think is the best solution. Your comments/feedback are appreciated.