SLA KPI timer does not expire and status does not change to "Expired/Non-compliant"

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I have a custom SLA KPI called "Scope Check by" Although the failure time is computed correctly as per the configuration, the SLA counter doesn't stop and the status doesn't change to "Expired". I believe the SLA and timers are configured correctly. There are almost 10 SLA KPI instances and all work fine except this one.

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Adrian Begovich 1,027 Moderator on at

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RE: SLA KPI timer does not expire and status does not change to "Expired/Non-compliant"

Hi Manikantan9,

Show us how the SLA has been configured.

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NODAL 860 on at

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RE: SLA KPI timer does not expire and status does not change to "Expired/Non-compliant"

Hi Manikantan9,

Check if your "Applicable When" criteria is submitting same value through some script or some other way and causing your sla to restart.

Also check how many background processes being created for this record. It should be one per kpi type.

regards,

NODAL

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Community Member on at

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RE: SLA KPI timer does not expire and status does not change to "Expired/Non-compliant"

Please see image

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Community Member on at

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RE: SLA KPI timer does not expire and status does not change to "Expired/Non-compliant"

There is no script modifying the Applicable When criteria. How and when do I check for the background processes being created for the record?

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