How to get response SLA not to trigger after first time?

[JordyZ]

Hi,

I currently have a response SLA, it starts when an incident is created. These are the start conditions. The stop conditions are when incident state is not new and Assigned to is not empty.

The issue is that the response SLA re-attaches when the state changes from in progress/on hold back to new. I'd like the response SLA to only trigger at the creation of the incident.

Is there some condition I could add to the start condition to stop this from happening? I was thinking of making a custom state counter similar to the reassignment counter, and have that set = 0. I was wondering if there's a simpler way of doing things. Perhaps something with the "created" condition?

Thanks.

[Mike_R]

Check your reset conditions

[JordyZ]

Hi @Mike_R , thanks for replying.

Is there anything I should change to the reset conditions? Right now, it's the same as in your picture.

[Brian Lancaster]

I think it is your conditions. Try this as we have the same one but response does not start get restart. You can ignore the priority in mine if you do not have multiple a different response SLA based on Priority.

Start Condition:

stop conditions

[JordyZ]

Hi @Brian Lancaster, thanks for answering. 

In my situation, the Assigned to has to be put back on empty before being able to put the state from in progress/on hold back to new. If I use your condition, won't the response SLA re-attach itself when put back in new?

Edit: I've tried it, and a new response SLA re-attaches itself

Thanks