Reset/Restart SLA's based on conditions

[dave_m13]

Hi All

Been reading up about the new SLA condition rules functionality, has anyone done much on this?

We have an OLA that is created on Incident create, this waits for someone to assign the ticket to a person, once this is met this fires another OLA with the retroactive start of the date/time the incident had been assigned. This is then waiting for the incident to move to another Group. This is all fine works the way it should.

What I want is some sort of reset/restart function, so if the group changes, it creates a new OLA with the same conditions as the first OLA and waits for someone to assign it to a person but the start date/time should be the date/time it was assigned to that group. Does that make sense.

Looking at the Reset Conditions for SLA's, what I want is something like current.assignment_group != previous.assignment_group in the actual SLA. Am I able to call a Script Include/Global BR in the condition?

Does anyone have any ideas?

Also want something similar to inactivity of incidents, if Incident has not been updated in X amount of time, either reset/create new one.

Cheers
Dave

[dave_m13]

I have got a little further on this, using Boolean fields to tick/untick based on various criteria I can use the Reset conditions.

The first time the OLA runs, it creates and if stop condition met then it becomes achieved. The issue that I am having now, is if the OLA reset condition is met, it is creating 2 of the same OLA, one is achieved and the other In Progress.

I cannot figure out why, I have checked if any BR's have current.update(), none are present on the Inc table, checked on Task SLA to see if there were, there were but made all of the inactive still have the issue.

Not sure what else to look for, does anyone have any suggestions?

Thanks

[#3]

Reset is designed to re-evaluate the resetting SLA's start condition to see if it should start another one straight away.

I think what you're trying to do would be currently easiest done with two similar OLA definitions, with a different group listed in each one's Start condition.

SLA Condition Rules are designed for more complicated condition requirements, but they still get evaluated at the same points in the lifecycle of an SLA.

It might be that you could still use Reset, if you were tracking an assignment group on the SLA (task_sla) record, but the SLA Condition Rules don't have the current task_sla record available to evaluate against, only the SLA Definition and the Task.

[dave_m13]

Thanks James

I got this working by using a combination of things. 1 was a BR that updated the existing SLA and made it achieved, this then created a new SLA if the group had changed. For other OLA's that I needed, created several boolean fields and BR's, then within the reset condition used these boolean fields as the reset condition.

All seems to be working.

Thanks

[sardam]

Hi Dave,

could you share how you achieved this. I am facing similar issue with group change.

-saroja