Condition in SLA Definitions - for the first SLA to be attached in the ticket.

[mansigoel]

Hello,

We have the requirement, that whenever the ticket gets created the SLA - First Reponse SLA (P1/2/3/4) should be attached, so that it can be easily distinguished that this was the first SLA that was attached. 

I tried adding the condition - incident created on last minute/current minute, but in some of the use cases like when created within that minute this condition gets failed.

Can anyone suggest on this?

[Dr Atul G- LNG]

Hi @mansigoel 

This is not a good approach. Instead of using the created time, it’s better to use the state so that the SLA gets attached properly. The OOTB state is one of the conditions used to attach the SLA.

[mansigoel]

Hi Atul,

What can we give as a condition to determine it as the first SLA attached?

[Dr Atul G- LNG]

Hi @mansigoel 

As per OOTB and the screenshot you shared, the SLA condition checks the priority. Along with this, just add state = New, because if the conditions match, the response SLA will be attached.

You can check the OOTB SLA configuration in your PDI.

[PrashantLearnIT]

Hi @mansigoel 

An 

incident created on the last minute/current minute should be removed from the condition as this cannot be the best practice. When any sla is attached, we can see the information under that incident and can be identified which SLA got created first.