Response SLA Still Running / BreachedIssue Response SLA Still Running / Breached.ResolutionThis happened because the State went from 'Open' to 'Resolved'. See the 'P4 Response SLA' - --> https://xxx.service-now.com/nav_to.do?uri=contract_sla.do?sys_id=609f3bdedb81df40b2195eea4b96199e The Stop Condition is 'State is Work in Progress'. If this State is missed, the SLA (Service Level Agreement) will continue to run. I would recommend to change this Stop Condition so it reads 'State is one of Work In Progress / Resolved' to avoid this happening again in the future.