How to pause and resume SLA based on assignment group changes

[prajaktanaik]

Hi All,

I have a requirement where I need to start an SLA based on an assignment group say A and pause it when the group changes to B. Now when the assignment group changes back to group A, the same SLA should resume from where it was paused.

I have created the following SLA but it is getting cancelled instead of being paused.

Please help me out in this issue.

Thanks,

Prajakta

[amlanpal]

HI Prajakta,

The start condition needs to be true until the stop condition is met or the SLA will be canceled. To me the problem is the at the Pause condition the Start condition doesn't remains 'true', it becomes 'false' and the SLA gets cancelled. In this case you'll need to modify your start condition so that it is true for the entire SLA duration.

I hope this helps.Please mark correct/helpful based on impact

[prajaktanaik]

Hi Amlan,

Could you please help me in this case how can I keep the start condition to be true?

[amlanpal]

Hi Prajakta,

At a first instinct which comes up is there are 2 ways to let it configure.

Option 1: Please select 'Never' in 'When to cancel' field. I doubt this field was available prior to Helshinki.

OR

Option 2: I assume the SLAConditionBase is being used as default SLA condition rule. The outcome is possible if you change the Default Condition Type to SLAConditionSimple in the SLA properties. Again, this will be applicable for all the SLAs. Please check: Modifying SLA Condition Rules - ServiceNow Wiki

I hope this helps.Please mark correct/helpful based on impact

[vinothkumar]

Hi Prajakta,

In pause condition, I think you have selected the OR condition that is available next to incident state, instead can you try by adding the OR condition at the top?