SLAs Cancelling

scottjus82 · ‎06-04-2014

Hi all,

I assure you I do work some issues out myself!!

We have an issue in which SLA's are canceling rather than completing and I cant work out why. I have the following examples;

A ticket with two SLA's one completes and one cancels

A ticket with the same SLA as cancelled above completing

A ticket with two SLA's completing fine.

The time stamps shows it cancels on an action (re-assignemnt, state change) however the same changes have no effect in other tickets.

I have created a couple of test SLAs that kick off from each other based on the team they assign to and that flows correctly. The first starts, when reasigned it completes and the second starts when re-assigned it completes. I seem to be running around in circles trying to understand what causes an SLA to cancel on one ticket but complete on the other under what seams to be the same condition.

I am not sure if I have explained the above correctly. Let me know if you need any further info.

Regards

solutioningnow · ‎06-04-2014

Hi Steve,

Thats an issue that we identified also while defining sla's for one of our clients.

Problem: whenever an SLA was attached to an incident and if we move the incident to any pending state value, the SLA attached to it gets cancelled. After investigating a bit what we identified was, the STATE field which was available in the start condition i.e. State == New was also available in Pending condition STATE = Pending || Waiting || XYZ.

Observation: What we have observed is that whenever an SLA having state field both in start and paused condition, whenever the pause condition is satisified it doesn't match the start condition and thats why it cancels out the SLA.

Not sure how much of this information could be helpful, but would request you to change the start condition and pause condition for once and test whether the issue persists or not, i.e try with some differend field for pause for testing perspective.

Please mark answer as correct/helpful, if it was really helpful 🙂

Regards,

Solutioner

Enhance Knowledge NOW@ www.solutioningnow.com

http://www.solutioningnow.com/

View solution in original post

scottjus82 · ‎06-04-2014

Hi. Having looked into he above this does seem to be causing our issue. We

now need to sit down with the right people and look at different ways of

starting, pausing and stopping the clock!

Thanks for your help.

solutioningnow · ‎06-04-2014

Hi Steve,

Request you to mark the solution as answered correct so that it will not fall under unanswered questions.

Regards,

Solutioner

Enhance Knowledge NOW@ www.solutioningnow.com

http://www.solutioningnow.com/