SLA start condition on create

[Goran WitchDoc]

Hi,

Im trying to figure out how ServiceNow is using the start conditions for SLA. I think I have a very simple SLA that shouldnt be so hard to do, but I hit a brick wall.

I want a SLA To start when then Incident is created and stop when I hit state "Work In Progress".

This was fine first, I put "Active is true" as start condition and as Stop I had state = "Work In Progress".

Everything worked as a charm until I went from "Work In progress" back to state "Assigned to group", which happens when I change assignment group and no assignee has it. Then It started a new SLA, and I guess because the start condition matched and not the Start and pause ones.

Then I thought that I might have to put the start condition to only work when you create the incident, but I can't figure out how to do this.

This have led me to instead of completing the SLA on "Work In Progress", I just pause it and when to completed it until it's closed. It's working since the new ones doesn't get created then. But It don't feel right and I figure that this might mess up some reports in the future that I havn't thought of yet

I guess Im just missing something here and hope to get some help.

[Goran WitchDoc]

What is your "Start condition"?

I got two in place now and my thing is that my "SLA Response" hit completed when we turn on state "work in progress" and that is like it should be, but if I then transfer the ticket to another group and change state to "assigned to group" ServiceNow starts another SLA on the ticket, so suddenly I have one SLA response that is completed and one new that is "in progress"...

[Travers M]

That is my priority 1 resolution incident and that's why it's in the start condition.   If you set your start condition to active is true and the set start to is Created then it should just start when the ticket is created.   We use retroactive start as we don't want the timer to start over if it changes priority, it still has to be accountable for the time it has been alive.   I could have taken a better screenshot in the fact that my stop conditions are closed or cancelled but it almost sounds like you're hitting a stop condition if it's making a new one or you're changing the field is triggering your created on.

[Goran WitchDoc]

Sorry for the late reply, but been busy doing other things

How does this "set start to created" work.. If there is a call when creates a incident. When I do this there isnt set any SLA to it, not until I put on the right CI. But when I do this, does it still count as created?

Hope you understand what I mean.

[Travers M]

It has been my understanding that the set start to created gets your time stamp from the Created field for the start of the SLA.    

[Travers M]

As for my response SLA or the first one, the conditions are a little different.   This one only creates if the status is New.   It doesn't need a pause condition as it's an all or nothing kind of thing.   If someone updates the incident, it has been "responded" to