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 

Do want to attached the same SLA ? or the new SLA. If new SLA, then  configure the SLA with conditions. Like you have done for 1st SLA.

If required we can connect 1-1 and check this. 

[AndersBGS]

Hi @Deepika Gangra1 ,

Just looked once again at your conditions, and I do believe that it's your stop conditions that is conflicting.

Even though that the start condition is not the same, then the stop conditions is the same - Hence it will never get started before stop. 

Try changing your stop condition to see if it helps e.g. active = false.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[AndersBGS]

Hi @Deepika Gangra1 ,

Can you try to explain the issue in some more details. I don’t fully get the issue you’re experience.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[AndersBGS]

Hi @Deepika Gangra1 

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders