SLA Triggering Issue Despite Exclusion Condition

[Mohamed Elsayed]

Hi All,

I’ve set up a resolution SLA with a condition to exclude it from running if the account is either “SNOW Men” or “Accounttest”. However, when I log a test case for the “SNOW Men” account, the SLA still gets triggered. Any ideas on what might be causing this?

Regards,

Mo

[Mark Manders · Accepted solution]

You need to change your 'OR' into an 'AND', because 'or' in a negative context will always return true:

If x != a OR x != b -->

x = a -> true, because it's not b

x = b -> true, because it's not a

x = c -> true, because it's not a (or b)


Using 'AND' will exclude both.

[Mohamed Elsayed]

Thanks @Mark Manders, That makes sense and resolved the issue. It’s also worth mentioning that in other SLAs with more conditions, the order of conditions plays a significant role too.

[Mark Manders]

That could be the case, but it does depend on the conditions, of course. It's either 'true' or 'false' and the order shouldn't really matter. since the condition is evaluated as 1.