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

[PiotrekL]

Hi

Please see them

[AndersBGS]

Hi, 

In you start condition below:

1. After 'incident state' is not 'Closed' you need to change to or instead of and. So 'incident state' is not 'closed' or 'resolved' or 'abondoned' or 'awaiting customer'.

2. in the pause condition after 'incident state' is 'awaiting customer', there should be a big OR.

So:

'incident state' is 'Resolved' or

'incident state' is 'Abonded' or

'incident state' is 'Awaiting Customer'

OR

'Assignment group' is not 'Workplace services/Inc' or

'Assignment group' is not 'Workplace 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

[PiotrekL]

Hi

I already did that but once more. Not working

[PiotrekL · Accepted solution]

Hi

This is OK one. I managed to find it. Thanks @AndersBGS and @Pravindra1 for assistance

Regards

PiotrekL