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.
Sean and All - I think I got it nailed! Simply my issue was that I was trying to Start and Stop the Response SLA at the same time upon record insert. My SLA was looking for state transitions - however those never happened. Basically if you looked at my SLA it met the start condition and the stop condition at the same time which it seems is a no no and does not allow the SLA to be attached.
My SLA was functioning such that - record was inserted, State=New. Start Response SLA. Record gets assigned to an engineer "Assigned to" field is not empty. Save record - by Assigned to not being empty the state changes to Active. SLA Stop condition is met. All good.
However when the team assigned the enigneer before the record was inserted my SLA would not get attached as the start and stop were true at the same time and the SLA therefore never got attached. However I wanted to show that we did respond and meet the response SLA.
To fix it I added an OR condition "Updates is 0" to my start condition for my SLA and changed the whole SLA condition type to simple. This seems to work however it will only reflect the Response SLA being attached and completed after a save and stay or navigating away and reloading the form. I think this will work though.
