SLA Creation using Incidents and OOB SN

[JMoxy]

I created a new Incident, made sure the Priority was 3 and assigned the Incident to an Assignment Group.  I was expecting the SLA - Priority 3 response (4 hours) to be applied to the Incident when I submitted it. 

Instead the SLA - Priority 3 resolution (1 day) was assigned to the Incident.

I am hoping someone can tell me why the SLA - Priority 3 response (4 hours)  was not assigned, since the incident met the conditions for this SLA (Incident Priority 3 and Assignment Group was not empty).

Thanks

[Chaitanya ILCR]

Hi @JMoxy ,

if you are referring to the OOB SLAs in your (PDI)

if the assignment group is not empty and active is true and priority is moderate 

the sla should be attached (is the sla definition active?)

try removing the assignment group and reassign it back 

if you have custom SLA's share the screenshots of SLA configuration and the incident record details

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Chaitanya ILCR · Accepted solution]

Hi @JMoxy ,

also make sure stop condition is not met.

when start and stop conditions are met at the same time the SLA will not be attached

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[JMoxy]

@Chaitanya ILCR - Thanks for the response.  I removed the Assignment group then re-added it then it then added the SLA .  Maybe it has something to do with the stop condition.  I will continue to test.   

[JMoxy]

Did more testing.  Since this is a Response SLA, if I set the Assignment group and I assign it to someone and set it to in-progress when I created the Incident then this meets the stop condition, then the SLA does not get set, as you said.  Thanks for your help.