sla to continue when incident is reopened

[Deepika54]

Hi team,

When the sla is resolved for incident, we are keeping the resolution sla as paused . when the incident will be reopened from the portal and the state will go from resolved to in progress, we want the same paused resolution sla to resume from the paused state. can anyone please help me where should i make the changes in sla defintion so that the above use case should work

[Laveena-Agarwal]

Hi @Deepika54 

You just need to add Resume Conditions in SLA

[AndersBGS]

Hi @Deepika54 ,

You should make your changes accordingly in the SLA definitions for the mentioned SLA. Here you can set the start, pause, stop and cancel conditions. So based on your process you should be able to set the SLA conditions to reflect your business need. 

[snehareddym]

Out of the box, the Priority 1 Resolution SLA on the Incident table is already configured to pause when the incident state changes to Resolved. When a caller reopens the incident via the portal, the state changes from Resolved to In Progress, and the same Resolution SLA resumes from its paused state — no separate Resume Condition needs to be explicitly defined in the SLA definition for this to happen.

If this expected behavior is not working in your instance, ensure the Pause Condition includes State is Resolved, and you leave the Resume Condition empty, as SLA Engine automatically resumes when the pause condition is no longer met.