Is there a way to switch SLA based on incident category

[Banu1]

Hi All,

Is there a way to switch SLA?

If the Incident category is not 'software' , SLAs will be 'pulled' from CIs. If no SLA in the CI, then it should use the standard one.

Thank You!

[ginesdoleratorm]

Hi Banupriya,

You can define the conditions on where an SLA will be triggered in the SLA definition itself. For incident-related SLAs you can specify that a certain SLAs are only triggered if the category is (or not) software, so you can rearrange your SLA defintions using this criteria.

Take a look at the page SLA conditions. It contains documentation about how to define the conditions required to start/stop/pause/etc an SLA.

For more complex SLA conditions definitions, you can use SLA conditions rules (take a look at SLA condition rules). This allows to define more fine-granular conditions for starting/stopping/etc SLAs via scripts. Creating a custom SLA condition class you should be able to model the behavior you are describing.

Hope it helps,

Ginés.

[Harneet Sital]

Adding to what Gines said, we have implemented the same. In our case the SLA's get attached when there is a change in Sub-Category. If the sub-category is updated the earlier SLA gets cancelled and a new SLA gets attached. The conditions as in your case can be added to the SLA definitions.
Let me know if you need any more help on this.

[Marlon Dale]

Did you accomplish change causing earlier SLA to get cancelled and new SLA getting attached just using the SLA Definition's start and cancel conditions or did you also leverage a BR?

[Banu1]

Thank You Gines. I will check the page & see.