Duplicate SLA Response is getting created

Rohith16
Tera Contributor

‎03-02-2022 06:11 AM

Hi all, I am facing an issue related to SLA's. I have created a Response SLA for Catalog task table. Once the conditions are met 2 Response SLA's are getting created one is getting cancelled and the other is in in progress state and working as expected . But not getting why the Response sla which is cancelled is getting created. I am thinking it is because of Reset conditions but even in Resolution SLA also i have given the same condition its working fine without creating duplicates....Can any one tell me whats the issue?

 

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JP - Kyndryl
Kilo Sage

‎06-06-2022 01:42 PM

Hi Rohith,

Don't use Reset condition unless you absolutely needs it, which is not the case for a Response SLA.

Also, it is not good to put Assignment group is not empty in the Start condition, since the moment the group field will be emptied (and it may happen), the sla will be cancel.

Start condition must have only criteria that will not revert later, since if they are not true anymore, it will cancel the sla  (unless you set specific cancel criteria at the bottom of this screen, but we don't see it on your screenshot).

 

Regards.

JP

 

Regards,
JP
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