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.

[Brian Lancaster]

Best practice is never to a incident back to new. It does not make sense for assigned to, to be empty for state changes to in progress/on hold. 

[Brian Lancaster]

I don't think it will ever work right if you are setting incidents back to New. What is the logic behind setting them back to new? They should only ever be in that state when the come in.

[JordyZ]

The state has to be set back to new in order to change assignment groups, because while state is in progress, Assigned to remains mandatory. 

We've found a solution in the meanwhile -> adding a new state called "assigning".

[brandon5]

My solution was on the response sla was adding a condtion of reassigment count is not greater than 0. this will help not retrigger the response sla when we set the Assigned To to empty.