Business Rule To Release An Incident From On-Hold State Is Not Causing The SLA To Resume

[richardd]

In my SLA I have a pause condition for tickets that are on-hold.

I have created a business rule so that when a client provides an update to the ticket it updates the State field from On-Hold to Open. This is working successfully however the SLA should no longer be in a Paused state.

If I  manually update the state from On-Hold to Open the SLA resumes as expected.

Is there another update required in the business rule to force the SLA to resume?

[javier_messeri · Accepted solution]

Hi Richard,

I tried the following:

* Client script: when a user inserts a comment, set state to 'in progress'   [ You may use a different condition ]

Type: onSubmit

function onSubmit() {

  if(g_form.modified){

  var ad_comments = g_form.getControl('comments');

  if (ad_comments.changed) {

  g_form.setValue('state','2');

  }

  }

}

*SLA:

- Table: incident

- Start condition: status is "on hold"

- Pause condition: status is "in progress". When to resume: "Pause conditions are not met"

- Stop condition: status is "resolved" or "closed"

This worked for me as expected: when I entered a new comment, state was set to "in progress" and SLA's moved to "In Pause"

Anyway, as maybe your script logic is more complicated than my tests, I would recommend you to put the code I provided in my last post at the end of the BR "Run SLAs", so the workflow will be updated after SLA's have been updated too. This should not very heavy in terms of performance.

Cheers,

Javier

[Hari Prasad3]

Hi Javier,

I have a question for you on similiar lines.

Pause Condition: Opened trend on or after 6 PM or Opened trend on or before 8 Am

Result: SLA is going on Pause as Expected if any problem record Opened between 6PM to 8AM.

Resume: I have a column that updates every day morning 8:00 AM with a value called "Business Start". Resume condition has one condition: Business Start Contains: "Business Start"

Result: SLA is not resumed as Expected, it is in Pause Condition.

I expected the SLA to resume once this column gets updated with "Business Start", (with an assumption that SLA keeps check of all conditions every second, I might be wrong with my limited knowledge). Any help here please?