same SLA is getting attached multiple times

[Gopi28]

once the ticket is moved from New- InProgress (open), then Response SLA is completed with some X-time. Later, the Incident is moved to another Assignment group, then due to integration account, changed the Incident state from InProgress to New. Hence the respective Case record state also changed then again same SLA is getting attached. So,whenever state changes/Assignment group changes we found duplicate SLA s getting attached. 

I want to see only one response & resolution SLA after it is resolved even though it is routed to multiple assignment groups. 

PFA............

[ronprice]

Can you share screenshots of the SLA definition record for the Response SLA?

[Rahul Kumar17]

Hi,

It sounds like you are experiencing an issue where multiple SLAs are being attached to an Incident record due to state changes or Assignment group changes, even though you only want to see one response and resolution SLA after it is resolved, regardless of the Assignment group it is routed to.

To address this issue, you may want to consider configuring your SLA rules to be based on specific criteria that will ensure that only one SLA is applied to each Incident record. This may involve reviewing your current SLA rules and updating them to better reflect your desired workflow and process.

For example, you may want to consider creating a new SLA rule that is triggered only when an Incident record is resolved, and that takes into account any previous SLAs that may have been applied. This can help ensure that only one SLA is applied to each Incident record, even if it is routed to multiple Assignment groups.

Additionally, you may want to work with your IT team to ensure that any integration accounts or other systems are configured to handle state changes and Assignment group changes in a way that is compatible with your desired SLA workflow.

Overall, the key to addressing this issue is to carefully review your current SLA rules and processes, and to make adjustments as necessary to ensure that only one response and resolution SLA is applied to each Incident record, regardless of any state or Assignment group changes.

Thanks,

Rahul Kumar

[AndersBGS · Accepted solution]

Hi @Gopi28 ,

this can be resolved by putting the SLA on a pause instead of completed state until the incident is resolved, as the pause will prevent further SLAs to be created.

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

Best regards

Anders

[Gopi28]

Thank you