to create SLA for change what are condition need to give

[Dhivya10]

while creating SLA for change what are the conditions need to give like start, pause and stop conditions.

[Sai Kumar B · Accepted solution]

@Dhivya 

It depends on your requirement

1.) When you want to trigger the SLA on change request - Use the Start condition

2.) When you want to pause the current SLA - Use the pause condition

3.) When you want to stop the SLA - Use the stop condition

Also, You cancel(In the start condition tab) and Resume(In the Pause condition tab) them based on conditions

For example :

You want to trigger an SLA when change is in a New state

You want to pause an SLA when change is in a Scheduled state

You want to stop an SLA when change is in a Canceled state

[Sai Kumar B · Accepted solution]

@Dhivya 

It depends on your requirement

1.) When you want to trigger the SLA on change request - Use the Start condition

2.) When you want to pause the current SLA - Use the pause condition

3.) When you want to stop the SLA - Use the stop condition

Also, You cancel(In the start condition tab) and Resume(In the Pause condition tab) them based on conditions

For example :

You want to trigger an SLA when change is in a New state

You want to pause an SLA when change is in a Scheduled state

You want to stop an SLA when change is in a Canceled state

[Sourabh26 · Accepted solution]

Hi,

You can check on below condition as initial -

For Start Condition -It should be based on

Assignment Group - For ex. if the ticket is assigned to Network group and later on it has been changed to Database group. So there should be different SLA's need to configure based on which team working on or deal with that change or ticket.

State - When the SLA will be triggered (Change is in Open / Inprogress).

Stage - As the change also contains sub stages for a particular state. You should include stage as well for change SLA.

For Pause Condition -

State - Suppose when the change is in CCB then the SLA should be paused (as we are waiting for the approvals from the related managers).

Stage - Again as on Start condition, configure the stage for Pause condition as per the needs.

For Stop Condition -

Suppose the group has been changes from Network to Database then the Network group SLAs need to be stopped.

Hope this helps. 

Mark this as Helpful/Correct, if Applicable.

Regards,

Sourabh