SLA - How to always trigger a response SLA

[B3N_AU]

Hi,

Say you have a simple response SLA on INC where the start condition is Active = True and the stop condition is Assigned to is not Empty.

Scenario - When a user creates a new INC, assigns it to themselves, when they save/submit the INC record. The response SLA is never triggered. As per the definition.

What we would like to happen is to have a response SLA trigger for all INC but if it's assigned to someone when it's created. To have a zero duration.

Can something like this be achieved?

Cheers Ben

[Dr Atul G- LNG]

Hi @B3N_AU 

[AndersBGS]

Hi @B3N_AU ,

This is not a possible solution as I see it, as the start condition will not trigger based on close condition is already fulfilled. Just tested with below in my PDI:

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

Best regards

Anders

[Ben331]

Hi Ben

Coincidentally, my name is also Ben, and I'm trying to work through the exact same scenario. So far, I haven't found an eloquent solution as well. Feel free to refer to my thread-  https://www.servicenow.com/community/virtual-agent-forum/response-sla-does-not-trigger-when-incident...

I received a few answers, but none that quite did the trick. If you did figure out a way to achieve this, please let me know. If I discover a solution, I'll be sure to update this thread as well. Cheers!

[B3N_AU]

Hey Ben,

No luck in finding a solution either. 

It was was easier to change the end users expectations.

If you do find something, would love to hear.

Cheers Ben