Can someone help me a response SLA condition question?

kevinfrost471 · ‎01-10-2015

I have a Response SLA set for my incidents that has a start, stop and pause conditions like below:

The incident only transitions to the Active state once an engineer has been assigned. The Incident state is in New until the assignment of an engineer occurs.

Completing the assigned too field stops the SLA.

This all works well until the engineer who is going to get it assigned to them is creating the new incident.

Where it breaks down is the engineer builds the new incident by selecting "Create New" in the application. They then complete the form INCLUDING putting their name in the assigned to field. This causes the Start and Stp to met simultaneously and I think I read that if this happens the SLA is not attached to the record. Which seems to be the case.

I made this modification and it helped but the SLA is cancelling itself as it still gets into a race condition and cancels the SLA.

What I would like is to show that we met the SLA. Right now in PROD it does not show any response SLA which is good as it is not detrimental to our percentages but it also does not help it like it should.

Any help in how to get this SLA to work correctly under these conditions is appreciated.

I know one work around I could do is to make the assigned to field read only until it is submitted - but that is an extra step that I would prefer to add in front of my enigneers.

Subhajit1 · ‎01-11-2015

You cannot add a condition in the Start Condition of an SLA that will change later on. By design, if a condition changes from the START condition changes, the attached SLA record will always cancel out.

In your scenario, you can create a new Boolean field (u_ftr: First time Resolve) , that will be set to true when the condition matches the scenario you have, with the help of a Before Insert Business Rule.

DChandlerKy · ‎01-13-2015

Can you please clarify?

If I am understanding you, if the START condition was based on the 'State', the PAUSE and/or STOP conditions should not be based on the 'State' field.

Here is a screen shot of the conditions for one of our Incident SLA definitions. This and the others (very similar to this one) all work.

kevinfrost471 · ‎01-13-2015

My issue is that I am trying to fire the start and stop condition on the same insert. My response SLA is based on the assigned to field changing from empty to having someone in it. If an engineer builds the record and fills in the assigned to field this transition never happens because the record was never inserted with it empty. I think Subhajit is onto something. All the SLAs are looking for things to change or field to be a certain value - however none of these can be evaluated until the record is submitted and exists in the database. Maybe I can do this with a client side script or go to my fall back which is to make the assigned to field active only after record insert.

Basically what I am asking for is for the Response SLA to be met if upon insert only the Stop conditions are met - saying that sounds like I am trying to warp time and space so maybe the inactive field is a better way to go.

Subhajit1 · ‎01-13-2015

Yes Diana, your understanding is correct.

In your SLA configuration, if the Priority changes from P3 to say P2 during the lifecycle of an Incident, what happens, doesn't your P3 SLA cancel out and the P2 SLA get attached?