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The SLA KPI instance status shows as Canceled

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This article provides a resolution for the issue where the service-level agreements (SLA) KPI instance status shows as Canceled.

Symptoms

When you update the target record, so that the Applicable when/from changes condition is no more applicable, the SLA KPI status moves from one of the existing states of In progress, Succeeded, Nearing Non-compliance, or Expired to the Canceled state. The SLA KPI instance is canceled on the second evaluation because the Applicable when condition is no longer met. Consider the following scenario in which you create an SLA with the following conditions and set it as the default SLA.

  • Applicable when/from changes: The case status equals active.
  • Success condition: The case status equals resolved.
  1. Create a case. The case status is set to Active by default, the SLA is applied and the SLA timer starts.
  2. Resolve the case. The case status is set to Resolved, and the SLA is reevaluated for the Applicable when/from changes condition. The SLA KPI instance status will be set to Canceled.

Cause

When you define the Applicable when/from changes and Success condition on the same attribute, such as case status, one of the criteria might not be met, and the SLA KPI instance status will be Canceled.

Note

When you define the conditions on the same attribute, a recommendation message is displayed that suggests you don't use the same attribute.

Resolution

In such scenarios, it's recommended that you don't define the Applicable when/from changes and Success condition on the same attribute.