SLA Resolution Definition start date to be the same as the Response SLA Definition start date

[Mark_10]

Hi all,

I have two Incident SLA Definitions, 'Response' and 'Resolution'.

I would like to set the Start date/time of the 'Resolution' SLA Definition to be the same as the Start date/time of the 'Response' SLA definition.

Any idea how this can be done?

Currently on my 'Resolution' SLA Definition I have the 'Set start date' = 'Created' but this is not correct if the Incident is created outside of operational hours and the 'Response' only starts inside operational hours i.e. 08:00 - 17:00.

Hope this makes sense, thanks in advance!

[Community Alums]

hi @Mark_10 

If I have schedule with a schedule entry (which is what I had), does this then have to be selected in the 'Schedule source' of the SLA Definition? - yes

Thanks 

Akash Kishore

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[Mark_10]

Hi @Community Alums ,

Thanks for your help!

I have re-added my schedule which works fine but the problem is setting the 'Resolution' SLA Definition start date to be the STOP date of the 'Response' SLA Definition.

This is my scenario and config, point 1, 2 & 4 work fine. Point 3 is what I need to fix:

1. 'Response' SLA Definition starts when the Incident is created in operational hours or starts at 08:00 which is the start of our operational day

2. 'Response' SLA Definition stops when the Incident state moves from 'New' to 'In progress' or 'On hold'

3. 'Resolution' SLA Definition needs to start when the 'Response' SLA Definition stops but the Start Date needs to be the same as when the 'Response' started

4. 'Resolution' SLA Definition stops when the Incident state is 'Resolved 

There is a 'Set start date' option on the SLA Definition form but there is no value to select for when the previous (Response) SLA Definition stops.

Many thanks!
 

[Community Alums]

Hi @Mark_10,

Please add the start condition for resolution SLA same as that that for response stop condition like Assigned to field is not empty.

Thanks 

Akash Kishore

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[Mark_10]

Sorry @Community Alums , my previous post was slightly incorrect.

It should read:

3. 'Resolution' SLA Definition needs to start when the 'Response' SLA Definition stops but the Start Date needs to be the same as when the 'Response' started

These are the options in 'Set start to' dropdown:

[Community Alums]

Hi @Mark_10 ,

When you retrospective start then SLA will start from the time ticket was created, so in this case you can add a pause condition for the SLA which is stop condition for the Response SLA (not sure this will work or not).

Also, the work around can be make the resolution SLA start condition same as that for response (i.e. when ticket is created). Now, add a pause condition for the resolution SLA which is stop condition for the Response SLA.

Thanks 

Akash Kishore

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