SLA Issue

[Sriram34]

Hello Team,

Issue:

response sla will attach when configuration item field is filled

response sla will stop when state of incident is Work InProgress

Now, customers are selecting configuration item and assigned to at once and they are saving the record. so, sla is not getting attached at all.

Solution (that I am trying but not working)

assigned to will be read-only until configuration item is filled and saved the form.

Any solutions or any help or any script thar would work.

[Dr Atul G- LNG]

Hi @Sriram34 

Now, customers are selecting configuration item and assigned to at once and they are saving the record. so, sla is not getting attached at all.

Atul: 

I think this is expected behavior. The reason is that until the record is saved in the database, the condition does not get evaluated, and the SLA will be skipped.

I tested this in a PDI, and it works as expected. You need to click "Save" at least once before entering both fields.

[Mark Manders]

Your conditions run on 'cmdb_ci' and 'state' field and you are trying to resolve it by making a third field read-only? Nest to that being weird, without any more information about your setup, it's also strange to have an SLA run on 'field is not empty'. If a ticket is created without a CI and it is picked up, the agent that wants to start working on it will fill in the missing information and wants to assign it to himself. That makes the read-only not a very efficient solution.

Why is the response only starting on CI being filled? Why not on 'new'?