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

[prajaktanaik]

Hi Vinoth,

I tried by using the OR cond at the top, but then the SLA gets attached directly in the paused stage.

[vinothkumar]

Hi Prajakta,

In the pause condition, give the AND condition like assignment group is not service desk and assignment group is not service now administrator, because giving OR condition in the first assignment group is not service desk itself will not check service now admin group, similarly vice versa

[prajaktanaik]

Hi Vinoth,

I tried by changing the SLA cond type to Simple which works. But the pause condition as below does not fulfil my requirement. If i raise an inc with assignment grp as Service Desk, the below SLA gets attached properly. But when i assign the inc to Service-Now admin group it should be paused which is not happening by below conditions. If I use "or" operator then the SLA is attached with paused state itself.

[salu]

Hello Prajakta,

Did you got the solution?

Thanks

Saranya

[prajaktanaik · Accepted solution]

Hi Saranya,

Yes, by setting the value of the field 'Condition Type' to 'Simple' on the required SLA definition. If the field is not visible on the SLA form, please configure the form layout and add the same.

Let me know if you need any further help.

Regards,

Prajakta