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

[salu]

Thank you it worked

[Vikram3]

Hi in my case I have two sla, response and resolution. It is getting cancelled. Can you please help

[shahanshah]

In pause condition, use incident is one of ...

OR (Present at the top)

Assignment group is ABC.     AND

Assignment group is XYZ.       AND

... So on

[Snehal2]

Hi Prajakta,

Were you able to fix this issue?

[prajaktanaik]

@Snehal

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.