I have a doubt on Problem SLA .

[griddhaluru so]

Start and Stop conditions:

I have given these conditions in the SLA . But when the problem ticket is created before incident state changes to resolved the SLA is not attaching which is expected . but once the incident state changes to resolved then also SLA is not getting attached . 

I tried testing one more scenario , If Problem got created after Change in the incident state to resolved then SLA is attaching to the problem ticket . But if problem is created when the incident state is not in resolved state and after problem creation if incident changes to resolved then SLA is not getting attached on problem ticket. Could someone help me on this ? 

[Hemanth M1]

Hi @griddhaluru so ,

Yes, its working as expected .

Incident state already resolved >Problem created with critical and group it works since these changes are happening on the problem record where SLA is configured.

However if incident resolved after the Problem creation with ciritical and group - this change happened on the incident table not on the probelm table where SLA is running so it wouldn't trigger(start condition wouldn't fire) .

Hope this helps.