SLA

[User492015]

I am creating an SLA in which when the incident is placed on hold, and the assignment group is one of four groups in the incident management queue, the SLA should pause and should resume when the incident is move to in progress again.

Furthermore, when the assignment group changes from one of the four groups above to any other, the SLA should pause and should resume when the incident is reassigned to any of the four groups again.

My SLA apparently works well with a single group but when I try to expand it to contain all the four groups, it stops working as expected.

Please, can you advise me on how to create such an SLA? 

Many thanks.

[Kieran Anson]

Please share screenshots of your pause condition and resume condition (if using) so we can advise on any possible configuration issues

[Dr Atul G- LNG]

Hi @User492015 

and what will be the Incident state for resume ( should resume when the incident is reassigned to any of the four groups again.)

[User492015]

Thanks @Kieran Anson and @Dr Atul G- LNG .

Please find attached screenshots of the different conditions:

- Start condition

- Pause and resume condition 1 when only one assignment group is used (works as expected)

- Pause and resume condition 2 when it is now extended to include all four groups (does not work)

- Stop condition.

Thanks a million for your help.

[Dr Atul G- LNG]

Hi @User492015 

I tried to understand these screenshot and as per my knowledge it is not do able, bcz it look likes groups are changing and going in loop and loop.  we dont have any fillter on group which say changes from to Group Name.

@Kieran Anson what's your thought mate.