SLA not cancelling as expected - Support and Troubleshooting

SLA not cancelling as expected Issue The customer configured an SLA definition which attaches as expected but is not cancelling.

Expected behaviour: When the task is reassigned to another group (that is not in the conditions) this SLA should cancel and a different SLA should attach.

Actual behaviour: When the assignment group is changed a different SLA is attaching but the existing SLA doesn't cancel. it goes to completed stage.

Release Any

Cause Incorrect operator used in defining the cancel conditions. The cancel conditions are evaluating for the Assignment group field to be 2 different values at the same time.

Customers Cancel conditions:

State > is > Cancelled

AND

Assignment group > is > Group A

AND

Assignment group > is > Group B

A task record will only be assigned to one group at any given time, therefore with the conditions configured above, the cancel conditions will never evaluate to true and thus never cancel.

Resolution Change the cancel condition to use either the "OR" or "is one of" operators

Example 1:

Assignment group > is > Group A

OR

Assignment group > is > Group B

Example2:

Assignment Group > is one of > Group A, Group B