Response SLA not attaching

[Deepika Gangra1]

Hi All,

I have two response SLA one is for GROUP A and other is for rest of groups. So I am creating test ticket for GROUP A then right SLA got attached and completed by certain condition but when I re-assign to other group then SLA is not attaching.

Note: If I directly reassigned to other group it is attaching but only this issue happening when first SLA is completed.

Let me know if you have any lead.

Thanks

Deepika Gangrade

[Dr Atul G- LNG]

Hi @Deepika Gangra1 

Please check the stop conditions 

or please share the screen shot of SLA you configured. 

[Deepika Gangra1]

Hi @Dr Atul G- LNG and @AndersBGS  ,

 Initially ticket assigned to one group and its completed on when additional comment adds and when we change the group without completing first response SLA it is working and another SLA of other groups were attaching.

but when we first completes the SLA and then change the group, it is not working. Don't know why. Please see the screenshots of SLA configured.

Let me know if you have any lead.

Thanks

[Dr Atul G- LNG]

Hi @Deepika Gangra1 

Seems you are mixing 2 things.

SLA is over all for a record and once it can get completed can be reopen if the stop condition did not match.

Are you talking about OLA?

[Deepika Gangra1]

Hi @Dr Atul G- LNG ,

How can I attach another SLA if first one get completes then?

Thanks

Deepika