How to avoid duplicate SLA attached on tickets

[Codi]

Hi Guys,

I creating an SLA for the support with the start condition Assignment group.Parent but the problem is when I try to re-assigned the ticket to the group under the same Parent group it regenerate a new SLA with the same name of the sla I created. Is there any way to avoid this duplicate SLA?

FYI the stop condition of the SLA State is not NEW and Assigned to is not empty.

Best Regards

[Community Alums]

Hi @Codi ,

To avoid these kind of duplicate SLAs getting attached you will have to review your conditions and update the same for that particular table.

[Dr Atul G- LNG]

Hi @Codi 

When you say duplicate SLA , means Response / Resolution SLA both get attached 2 times on a same record with same definition? If this the case, please check the SLA definition and see which 2 SLA  definition conditions are matching with each other and trigger SLA 2 times.

[Codi]

Hi @Dr Atul G- LNG  yes there are 2 response SLA that attached to the ticket, but originally when the ticket created only one response SLA generated but when I re- assigned the ticket it generates another response SLA same with the name of response SLA that I created.

[Dr Atul G- LNG]

Hi @Codi 

I think, second one is not SLA , it can be OLA as you said it get attached when assignment done. 

In this case 

Open the second one SLA or OLA  definition and see the start condition. Please share some screen shot.

Just to note, if the conditions matches SLA will get attached.