Preventing new Response SLAs from being attached, when incident priority changes

[CMH]

Hi Everyone, hoping I can get some ideas from the community...

So I have 4 SLA Definitions for Incident Response (one for each priority, P1, P2, P3, P4, with varying targets (1hour, 2 hours etc)).

The Start condition is basic. When a ticket of a certain priority is created, with a certain assignment group, the SLA is attached. The "state" of the incident is intentionally not included in the start condition, because in my world, the state of the incident does not change when a ticket is passed between assignment groups.

Now the issue I have, is when the priority changes AND the ticket REMAINS in the same assignment group.

Example:

Step 1: Ticket arrives in Assignment Group XYZ with Priority=1. The P1 Response SLA is attached.

Step 2: An agent performs the necessary action to trigger the "stop" condition on this P1 Response SLA - all good.

Step 3: During the subsequent handling of the ticket, the priority is changed to (for example) P2 (and the assignment group remains the same) - this then triggers the P2 Response SLA ...

The agents in the assignment group complain and say "well, I responded when the ticket first arrived in my queue, why are you asking me to respond again!?"

I assume this is quite a common scenario, so I wondered if anyone had found a way round it in the start\stop\pause\reset conditions.... without using any kind of scripting\customisation (I need to try and fix it with the "out of the box" settings)?

I have tried a few times to find a way, but I am not able. I know the SLA Definitions are all about "triggering" the SLA task under certain conditions, but what I am trying to do, is to prevent them from triggering in the first place.

Any suggestions are warmly welcomed, thanks in advance.

[Barbara Przygod]

Hi CMH,

Could you share what you’ve defined as the stop condition for your response SLA?

Is it something like the "Assigned to" field (or a similar one) being populated?

In most cases, this is the standard approach for setting up Response SLAs. If that's the case, you would just need to include "Assigned to is Empty" in your Start Condition.

Let me know if that helps.

[CMH]

Hi Barbara,

I have a few Stop conditions, including "Assigned To = not empty", but when an incident is reassigned from one group to another, the system automatically empties out the Assigned To field (which seems logical to me,

Sincerely,

CMH