Multiple SLA's are attached to one Incident.

[SunilKumar_P]

Hi All,

Greeting!!!

I have created an SLA Definition with some set of conditions on Incident table and when I create a Incident, I could see two SLA's (Created by me and one another) are attached to the ticket.

Ex: 

SLA1:

Start Condition: Priority is 1

Active is True

Assignment grp: abc

SLA2:

Start Condition: Priority is 1

Active is True

Assignment grp: abc

Service: Technical

Class: Normal

Now when I create a Incident with Start conditions of SLA2, I could see SLA1 and SLA2 are getting attached to the ticket. This might be due to as SLA1 conditions are satisfied too.

But I would like to know if, there a way to ignore SLA1 and attach only SLA2?

Best Regards,

Sunil

[Brad Tilton]

I don't think the SLAs can look at each other, you would just need to modify the SLA conditions of SLA1 so that it doesn't trigger when the conditions of SLA2 are met.