Running two SLA's at once

[regizzle]

If anyone can point out a better way to search the forums for answers i would highly appreciate it!

In the mean time, I have an SLA starting off of my "Internal TTR" SLA which runs until i esclate to another assignment group which then pauses that SLA and starts an OLA. At the same time, there should be an SLA that starts being our "External Escalation" SLA that fires off using retroactive time, this SLA cannot be paused only stopped once the ticket is resolved/closed. Once the ticket is reassigned to the original assignment group and the internal TTR begins to tick again, why does the "external escalation" SLA never show up.

If i change the external escalation SLA to an OLA, it runs just fine, i just cannot have two SLA's running at the same time. Is that designed as such or did I miss something?

Thanks!!!!

[Smashley]

I would suggest changing the Start Condition to Assignment Group Changes, rather than is not XXXXXX.  

[regizzle]

Ashley, that doesn't seem to be a valid choice as an operator. Rather, Assignment group - CHANGES, doesn't exist. Is that right?

[Smashley]

You are correct.   I'm not sure why I thought it was.

Only other option I can think if, is to make a new checkbox field on the Incident table, and create a buisness rule that sets it to TRUE once the Incident changes assignment group for the first time, and set the SLA to start when the check box = True.

[regizzle]

For whatever reason, It seems to work now however, is there something built into service now that disallows two SLA's from running at the same time? heres the work flow i tested:

Initial Internal Assignment group - Internal SLA starts

Reassign to External assignment group - External SLA starts, External Assignment group OLA starts, Internal SLA goes to cancelled (this is the problem)

Reassign back to internal assignment group - External SLA is cancelled (problem again...), internal SLA begins anew, does not continue from the original.

any thoughts on that? If I cant resolve, I suppose i will just run it as an OLA and advise my colleague that runs reports/metrics, that it is listed as an OLA.

[sgrison · Accepted solution]

You can run more than 1 SLA or OLA at the same time on incidents, actually any task.

I'm assuming you want the SLA to go to 'completed' rather than 'cancelled'.     You will need to change your conditions so that it goes to completed rather than cancelled.     You need to add to your stop conditions (assignment group is not internal) and for your other one you need to add (assignment group is not external)

Take a look at the following article - it will show you the transitions:

Modifying SLA Condition Rules - ServiceNow Wiki