SLA pause issue

[PiotrekL]

Hi

I have to create SLA which is starting when particular groups are picked up and pause when they are do not.

I used the condition like in teh screenprint and SLA starts always paused. When I remove groups from Pause condition it will go, but this is not the point. Please advise how to solve this issue

Regards

PiotrekL

[AndersBGS]

Hi @PiotrekL ,

If I understand you correct, you want the SLA start when workplaces pickup the incident/request, and paused when the incident/request is assigned to another assignment group? is that correct understood?

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

best regards

Anders

[PiotrekL]

Yes. So it is running when Workplaces are working and pausing when Workplaces are not working/ any other group is assigned

[AndersBGS]

Hi @PiotrekL ,

1. Change start condition to below:

'Assignment group' is 'Workplace Services/Inc' or
'Assignment group' is 'Workplace Services/Ser and
'Priority' is '3 - Moderate2 and
'Incident state' is not 'Resolved' or
'Incident state' is not 'Abondoned' or
'Incident state' is not 'Awaiting Caller' or

2. change the pause condition to below:

'Incident state' is 'Resolved' or
'Incident state' is 'Abondoned' or
'Incident state' is 'Awaiting Caller' or
'Assignment Group' is not 'Workplace Services Inc' or
'Assignment Group' is not 'Workplaces Services/Ser'

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

best regards

Anders

[Pravindra1]

@PiotrekL , Try updating you condition as below :

As I understood, SLA clock should pause when any group other than 2 groups selected to incident.

- Add condition for Assignment group using Add "OR" Clause.