Customer Service Cases are completing and re-attaching Task SLAs multiple timesIssue When Customer Service cases are created, over the life cycle of a case, multiple duplicate SLAs may be attached to the case. Task SLAs seem to be completed; then, a new Task SLA is added whenever a comment is added to a case.FactsFrom the logs, we find something like below where "reset condition matched=true". ===2025-05-11 19:58:24.848 [DEBUG] _stopCancel: current SLA state=Paused, reset condition matched=true === BUT there may be no Reset condition defined on the SLA definition.HOWEVER, there is a "Condition Type" === <condition_class display_value="SLAConditionForEscalation">f1feda8fb357330042086e5f26a8dc8c</condition_class> === ReleaseYokohamaResolutionChecked the related Script include:"SLAConditionForEscalation": /sys_script_include.do?sys_id=58af23c3b313330042086e5f26a8dcb6 Code: --- reattach: function() { return this._conditionMatches('commentsVALCHANGES') && !gs.hasRole('sn_customerservice.consumer') && !gs.hasRole('sn_customerservice.customer') && !gs.hasRole('sn_customerservice.requester'); }, ---- This code, specifically, completes the current Task SLA; then, reattaches a new Task SLA to the case when a comment is added if the user does not have certain roles. Thus, this "SLAConditionForEscalation" Condition Type is more appropriately used for SLA Definitions with Target = "Response". To resolve the issue, remove this condition_class from the affected SLA Definitions unless you want this behaviour. For example, Target = "Resolution" SLAs might be using it but you most likely do not want this "Response".Related LinksAdministering case and account escalation https://www.servicenow.com/docs/csh?topicname=administer-case-account-escalation.html&version=latest