SLA triggers even after ticket resolution ?

[Andrew Hatch]

Just launched my Service Desk internally and loving it, however this one pesky SLA is driving me crazy. I'm just looking to update ticket owners to follow-up on stale tickets, and while it is working during the normal ticket activities (the Start/Pause conditions), when the ticket is resolved/closed, it is STILL triggering a last notice (using notifications, the default SLA alerts).

I tried to add ALL of the stop conditions a ticket could possibly enter to become closed, but it still isn't working. Am I missing something simple ? Screenshot below

[Meg Holbrook]

You've got comment by customers and comment for customers there duplicated in both the start and stop conditions. That might be one issue. 

[Andrew Hatch]

Yeah, I noticed in other threads this was a problem ; it really would be nice to have more simple rules for 'time since any comment until resolved', but there doesn't seem to be a super elegant way to do that.

I've simplified the SLA now to just any comment, pause on pending, however I still oddly get tickets that are resolved still ticking one last time. I've modified my automation to not act on resolved tickets, but the SLA's are still going to look bad in reports. 

I'm a bit mystified as I've clearly got just about every state of 'closed' listed as an end condition. Any ideas ?

[Meg Holbrook]

Did you verify that the resolution is being set in the specific issue? 

[Meg Holbrook]

A screenshot may help of the one that's still ticking

[Andrew Hatch]

Here's one from today with the SLA above still active