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!

[Mark_10]

Thanks @Community Alums .

The stop condition for the 'Response' SLA Definition is 'State is not New'.
The pause condition for the 'Resolution' SLA Definition is 'State is On Hold'.

Amending the Resolution pause condition to be the same of as the Response stop condition will not work in this case as we use the On Hold state so need to pause it when this is used.

What do other organisations do when they have a 'Response' and 'Resolution' SLA Definition?

Thanks

[Community Alums]

Hi @Mark_10 ,

May be you can add both condition with 'OR' to full fill your requirement.

Generally organisation start the resolution after response completion / ticket created date.

they don't bother when the SLA is created.

Thanks 

Akash Kishore

Please close this chain by  marking  this answer helpful and as solution

[Community Alums]

Hi @Mark_10 ,

May be you can add both condition with 'OR' to full fill your requirement.

Generally organisation start the resolution after response completion / ticket created date.

they don't bother when the SLA is created.

Thanks 

Akash Kishore

Please close this chain by  marking  this answer helpful and as solution

[Mark_10]

Hi @Community Alums ,

I tested the various options but it didn't fulfil my requirement but you have provided further information that has helped and I can take forward.
I will keep looking into this or review internally.

Thanks for helping.