In the SLA When was start the business elapsed time, what are conditions it takes

[prudhviraj1]

When was start the business elapsed time, what are conditions it takes start and stop the business elapsed time

like state is New to Resolved

@Ankur Bawiskar

[prudhviraj1]

Yes Swarnadeep, but when the state was changed directly new to resolved it was showing as 0, kindly help where I am missing 

[AndersBGS]

Hi @prudhviraj1 ,

Please share your SLA configuration and schedule configuration for us to provide the best help as possible. 

if my answer has helped with your question, please mark my answer as accepted solution as an accepted solution.

Best regards

Anders 

[SwarnadeepNandy]

Hello @prudhviraj1 ,

Are you creating the incident in Resolved state?

In that case, if your SLA Definition's start condition is state=new, the SLA wouldn't get attached to the Incident.

For the SLA to get attached, you have to create the Incident in state=NEW. If your Agents are not following this, you can even enforce this using State Transition

Thanks,

Swarnadeep Nandy