SLA definition condition need to update

[Vedant]

Hello All,

Please help how we can tackle below things in SLA definition.

For better understanding I've divided the things in different scenarios.

For Scenario 1 - The requirement is to set Response SLA+OLA to stop if the caller resolves the incident independently, regardless of the assigned-to field being empty, in case if incident is reopened response SLA+OLA should be resumed.

For Scenario 2 -If any incident is attached as child incident it's SLA+OLA should be pause and SLA+OLA should be taken into consideration for parent ticket only

For scenario 3 - If the child incident is separated from parent incident, it should become standalone, and its SLA+OLA should resume from its previous count as it was before being assigned to the parent incident.

Thanks,

Vedant

[Dr Atul G- LNG]

Hi @Vedant  

Just to update:

SLA and OLA both are 2 different concepts.

SLA is on overall Record and 

OLA for internal team.

For Scenario 1 - The requirement is to set Response SLA+OLA to stop if the caller resolves the incident independently, regardless of the assigned-to field being empty, in case if incident is reopened response SLA+OLA should be resumed.

Atul:  Set Response--> You need to decide when to stop the response either on SLA or OLA. In this case when to stop you can add condition Resolved by == Caller 

and in Resume condition Incident state == New but logically it is not a case. Once a incident get resolved it move to in progress. (Please deactivate OOTB SLA / OLA)

For Scenario 2 -If any incident is attached as child incident it's SLA+OLA should be pause and SLA+OLA should be taken into consideration for parent ticket only

Atul: Again SLA / OLA need to decide. Condition = Incident.parent is not empty., put this condition under When to Pause. 

For scenario 3 - If the child incident is separated from parent incident, it should become standalone, and its SLA+OLA should resume from its previous count as it was before being assigned to the parent incident.

Atul: Looks tricky but use above condition in section 2 with incident.parent is empty and put this under when to resume. 

You need to do a good testing for this.

[AndersBGS]

Hi @Vedant  ,

For scenario 1:

Go to SLA definition and create a new SLA

With below conditions:

Stop conditions should first be when SLA is closed or Canceled

2 scenario:

Go to SLA definition and create a new SLA

With below conditions:

If parent incident is closed, then cancel condition below:

Above refers to, that if an incident has a parent incident and that the parent incident is closed, then SLA should be canceled.

scenario 3:

Above refers to, that if an incident no longer has a parent incident, the SLA will continue from previous.

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 @Vedant  

If my answer has helped with your question, please mark my answer as accepted solution.

Best regards

Anders 

[Dr Atul G- LNG]

Hi @Vedant