SLA reset condition doesn't work correctlyDescription<!-- div.margin { padding: 10px 40px 40px 30px; } table.tocTable { border: 1px solid; border-color: #e0e0e0; background-color: #fff; } .title { color: #d1232b; font-weight: normal; font-size: 28px; } h1 { color: #d1232b; font-weight: normal; font-size: 21px; margin-bottom: 5px; border-bottom-width: 2px; border-bottom-style: solid; border-bottom-color: #cccccc; } h2 { color: #646464; font-weight: bold; font-size: 18px; } h3 { color: #000000; font-weight: bold; font-size: 16px; } h4 { color: #666666; font-weight: bold; font-size: 15px; } h5 { color: #000000; font-weight: bold; font-size: 13px; } h6 { color: #000000; font-weight: bold; font-size:14px; } ul, ol { margin-left: 0; list-style-position: outside; } --> Symptoms SLA Reset Condition doesn't change the existing completed Task SLA to cancelled. Here is the example showing the SLA configuration: Below are the steps to reproduce: 1. Create a problem record with Priority as "1-Critical" or "2-High" 2. Refer SLA attached to the record and now close the record (state=closed). 3. It set the existing SLA as completed 4. Reopen the Problem using Status as "Open" 6. Observe the existing SLA is updated as "Completed" instead of getting cancelled. 5. Repeat step#4 and #5 for Problem record as well and observe same behavior. Cause SLA Stop/Reset conditions not configured properly. Reset condition doesn't change the status of completed Task SLA. Resolution The idea of the reset condition is to address the currently in progress task sla, such that it cancels/completes the existing task sla and attaches another. However, as per the steps to reproduce we are actually successfully completing the currently attached Task SLA and then later on changing the status such that it attaches another Task SLA.